Nscale
Technology
SupportDeskEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Support Desk Engineer at Nscale. Skills: AI cloud platform, GPU infrastructure, Cloud services, Technical support. Handle incoming support tickets. Provide professional support”
What You'll Achieve.
First response time adherence; SLA adherence; Ticket resolution time; Customer satisfaction (CSAT); Escalation quality; Escalation accuracy; Knowledge base contribution; Incident support effectiveness
Industry & Context.
Troubleshooting; Analytical problem-solving; Root cause identification
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 with structured support processes, Ability to prioritize effectively, Organized, disciplined, methodical approach, Customer-first mindset, Familiarity with cloud platforms, Basic understanding of networking, Basic understanding of Linux/Unix systems, Experience with ticketing systems, Understanding of APIs and REST services
Nice to Have
Exposure to containerization technologies, Familiarity with monitoring tools, Experience supporting GPU infrastructure, Experience supporting HPC systems, Experience supporting AI/ML platforms, Knowledge of scripting languages, Experience in fast-paced startup, Customer-facing experience B2B SaaS
What You'll Do.
Handle incoming support tickets
Provide professional support
Troubleshoot issues across platform
Diagnose and resolve technical problems
Escalate complex issues appropriately
Manage tickets with accuracy
Maintain records of support interactions
Track ticket progress
Communicate updates to customers
Diagnose infrastructure issues
Diagnose connectivity issues
Diagnose configuration issues
Diagnose platform issues
Perform system diagnostics
Perform basic log analysis
Support customers with guidance
Identify recurring patterns
Escalate systemic problems
Build knowledge of products
Build knowledge of services
Build knowledge of common issues
Contribute to knowledge bases
Contribute to troubleshooting guides
Support incident response efforts
Collaborate during service-impacting events
Work closely with Engineering
Work closely with Infrastructure
Work closely with Product
Work closely with Operations
Relay customer feedback
Relay feature requests
Relay platform improvement suggestions
Identify opportunities to improve support workflows
Identify opportunities to improve tooling
Identify opportunities to improve documentation
Contribute to reducing ticket volume
How You'll Work.
Team & Collaboration
Engineering teams; Infrastructure teams; Product teams; Operations teams
Communication Scope
Technical concepts explanation; Customer 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 Engineer to provide first and second-line technical support to customers and internal stakeholders across our AI cloud platform. This role sits at the frontline of our customer experience, responsible for diagnosing, troubleshooting, and resolving issues across GPU infrastructure, cloud services, and related systems. You will act as a technical bridge between customers and engineering teams, ensuring timely resolution, high-quality communication, and continuous improvement of support processes. This position offers hands-on exposure to cutting-edge AI infrastructure while developing deep technical expertise in cloud and platform operations. What You'll be Doing Handle incoming support tickets and technical inquiries via email, chat, and ticketing systems. Provide timely, professional support in line with established processes and SLAs. Troubleshoot issues across Nscale’s GPU cloud platform, infrastructure, and related services. Diagnose and resolve common technical problems, escalating complex or systemic issues appropriately. Manage tickets with accuracy and attention to detail, ensuring proper d
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