Nscale
SupportDeskEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Desk Engineer at Nscale. Skills: Technical support, Cloud platforms, Infrastructure concepts, Customer experience. Handle support tickets. Provide technical support”
Industry & Context.
Troubleshooting; Analytical problem-solving; Diagnosing problems; Resolving issues
What They're Looking For.
Must Have
2–4 years technical support experience, Troubleshooting and analytical problem-solving skills, Excellent written and verbal communication skills, Experience managing tickets within ITIL frameworks, Familiarity with cloud platforms, Familiarity with infrastructure concepts, Basic understanding of networking, Basic understanding of Linux/Unix systems, Basic understanding of containerization
Nice to Have
Experience supporting GPU infrastructure, Experience supporting HPC environments, Experience supporting AI/ML platforms, Knowledge of Python for diagnostics, Knowledge of Bash for diagnostics, Knowledge of scripting for automation, Familiarity with monitoring tools, Familiarity with observability tools, Experience using Jira, Experience using Zendesk, Experience using ServiceNow, Understanding of APIs, Understanding of REST-based services, Experience in a startup environment, Customer-facing support experience
What You'll Do.
Handle support tickets
Provide technical support
Troubleshoot platform issues
Diagnose technical issues
Resolve technical issues
Escalate complex problems
Document troubleshooting steps
Track support tickets
Communicate status updates
Diagnose infrastructure issues
Diagnose networking issues
Diagnose platform issues
Perform system diagnostics
Validate configurations
Identify issue patterns
Escalate systemic concerns
Support customer queries
Develop product knowledge
Maintain service knowledge
Contribute to knowledge bases
Maintain support documentation
Create troubleshooting guides
Create customer resources
Share insights with team
Work with Engineering
Work with Product teams
Escalate critical issues
Participate in incident response
Gather customer feedback
Communicate improvement suggestions
Identify process improvements
Improve documentation
Improve self-service resources
Stay up to date with platform updates
How You'll Work.
Team & Collaboration
Cross-functional teams; Engineering teams; Operations teams; Product teams
Communication Scope
Written communication; Verbal communication; Explain complex concepts
Process & Methodology
ITIL frameworks
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 We are hiring a Support Desk Engineer to join our Support & Operations team and serve as a frontline technical expert for our GPU cloud platform. In this role, you will provide first- and second-line technical support to customers and internal stakeholders, helping troubleshoot issues across our AI infrastructure, cloud services, and platform components. You will act as the bridge between customers and engineering — diagnosing problems, resolving common issues, and escalating complex cases with clarity and precision. This is a high-impact role in a fast-paced, high-growth environment. You’ll gain deep exposure to AI infrastructure, cloud technologies, and production-grade systems while helping ensure an exceptional customer experience. What you'll be doing Customer Support & Issue Resolution Handle incoming support tickets and technical inquiries via email, chat, and ticketing systems. Provide timely, professional support in line with established SLAs and support processes. Troubleshoot issues across Nscale’s GPU cloud platform, infrastructure, and related services. Diagnose and resolve common technical issues, escalating complex
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