Nscale
SupportDeskAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Desk Analyst at Nscale. Skills: Technical support, Troubleshooting, Customer support. Handle support requests. Diagnose hardware issues”
What You'll Achieve.
First response time; Ticket resolution time; Customer satisfaction (CSAT); Ticket backlog management; Escalation accuracy; Escalation efficiency; Knowledge base contribution; Documentation quality
Industry & Context.
Troubleshooting; Analytical problem-solving; Root cause analysis
What They're Looking For.
Must Have
1-3 years technical support experience, Troubleshooting and analytical problem-solving skills, Excellent written communication skills, Excellent verbal communication skills, Ability to prioritize effectively, Organized, disciplined, detail-oriented approach, Reliable and methodical, Ownership mindset, Interpersonal skills, Solid understanding of IT fundamentals, Experience supporting Windows, Experience supporting macOS, Familiarity with ticketing systems, Familiarity with remote support tools, Basic understanding of IT security, Basic understanding of data protection principles, Experience with VPN technologies, Experience with remote access troubleshooting
Nice to Have
Experience in startup environment, Experience in scale-up environment, Familiarity with cloud platforms, Exposure to GPU infrastructure, Exposure to AI/ML environments, Understanding of IT Service Management (ITIL) processes, Relevant certifications, Experience supporting technical teams, Experience supporting engineering teams
What You'll Do.
Handle support requests
Diagnose hardware issues
Troubleshoot hardware issues
Resolve hardware issues
Diagnose software issues
Troubleshoot software issues
Resolve software issues
Diagnose cloud infrastructure issues
Troubleshoot cloud infrastructure issues
Resolve cloud infrastructure issues
Track support tickets
Maintain ticket updates
Maintain professional communication
Provide first-line technical support
Assist with account provisioning
Assist with permissions management
Assist with authentication support
Support onboarding processes
Support offboarding processes
Document recurring patterns
Identify systemic issues
Escalate recurring problems
Contribute to continuous improvement
Identify automation opportunities
Participate in knowledge-sharing sessions
Participate in internal training
Support implementation of new tools
Support implementation of new systems
Support implementation of support platforms
Collaborate with Internal IT
Collaborate with Infrastructure teams
Collaborate with Platform Engineering teams
Support incident response efforts
Assist restoring service during outages
Ensure alignment with IT security standards
Ensure alignment with data protection standards
How You'll Work.
Team & Collaboration
Internal IT; Infrastructure teams; Platform Engineering teams
Communication Scope
Clear communication; Courteous communication
Full Job Description
About Nscale Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future. About The Role Nscale is seeking a Support Desk Analyst to provide first and second-line technical support to both internal teams and external customers. This role serves as the frontline of our support organization, ensuring timely resolution of technical issues, maintaining high service standards, and escalating complex problems appropriately. You will play a critical role in maintaining operational continuity and delivering a high-quality support experience in a fast-paced, high-growth AI infrastructure environment. What You'll be Doing Handle incoming support requests via ticketing systems, email, and chat channels. Diagnose, troubleshoot, and resolve hardware, software, and cloud infrastructure issues. Log, track, and maintain accurate updates on all support tickets. Prioritize and escalate issues appropriately based on severity and impact. Maintain professional, clear, and courteous communication with users and stakeholders. Provide first-line technical support for connectivity, access, and configuration issues. Assist with account provisioning, permissions management, and authentication support. Support onboarding and offboarding process
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