Infrastructure Support Engineer

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.

At Nscale, our Support and Operations team plays a critical role in maintaining service availability, driving service reliability and rapid response to customer tickets 

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 (Job Purpose)

We're looking for an Engineer that has good people, leadership & technical skills. 

• A technical expert responsible for ensuring the efficiency, reliability, and scalability of data centre infrastructure.
• You're comfortable problem solving & making decisions on complex topics with high levels of ambiguity in a results driven environment. 
• You're comfortable influencing without authority and exceptional at building relationships with senior stakeholders across the business to get things done. 
• You have the understanding and skillset to grasp technical concepts and problems quickly
• You have strong analytical skills
• You're a doer who is extremely organised and diligent
• You're a self starter, curious, and quick to learn, knowing what questions to ask to get up to speed quickly

What You'll be Doing (Responsibilities)

• Join the Support duty rotation and handle day‑to‑day tickets and alerts, escalating early and appropriately. Collaborate with Engineering with guidance when incidents or changes require it.
• Accurately record, update, manage and resolve tickets using the ticketing system whilst keeping all parties informed of the tickets progression.
• Follow established runbooks to resolve common issues. Propose improvements and contribute incremental fixes with review.
• Keep tickets up to date with clear notes, next steps, and customer communications via the agreed channels.
• Learn the Platform fundamentals so you can help customers get value from our services, asking for support when deeper expertise is needed.
• Participate in monitoring, troubleshooting, and triage. Capture logs and facts to enable efficient handover. 
• Deliver assigned tasks and project work to agreed quality and timelines. Flag blockers early and seek help when needed.
• Share knowledge by documenting steps you've validated and by contributing to training materials. Shadow seniors during complex work to build capability.
• Take part in incident reviews as a contributor and help track preventative follow‑ups in your scope.
• Identify areas for implementation for automation to optimize processes.
• Constantly endeavour to learn and upskill.
• Collaborate with cross-functional teams for service improvements. Be the escalation point for onsite operations staff.
• Participate in on‑call or out‑of‑hours work when scheduled and after onboarding.
• Availability to travel to Nscale or Customer locations to assist with deployments, trouble shooting and operational tasks and attendance of supplier related training courses.

About You (Skills / Qualifications Experience)

• Growth mindset. Curious, dependable, and collaborative. You seek feedback, ask questions, and invest in learning to progress toward Senior.
• Platform and DC fundamentals. Awareness of servers, networks, storage, and virtualisation concepts, ideally from a support or operations background.
• Linux fundamentals. Comfortable with the CLI, services via systemd, filesystems, permissions, and basic networking tools. Able to troubleshoot common issues and know when to escalate.
• Networking basics. Solid grasp of IP addressing, subnets, VLANs, routing at a high level, DNS, and firewalls. Advanced topics like BGP or VXLAN are a plus, not required.
• Kubernetes exposure. Understand core concepts like nodes, pods, services, and logs. Can perform basic troubleshooting and follow runbooks. Cluster‑level administration experience is a nice to have.
• GPU awareness. Familiar with basic diagnostics such as nvidia‑smi.
• Observability foundations. Able to use dashboards and alerts to identify symptoms, gather evidence, and follow runbooks. Comfortable proposing simple alert or dashboard tweaks with review.
• Scripting and automation basics. Comfortable reading and writing simple Bash or Python snippets and using Git for version control. Experience with Ansible or Terraform is beneficial but not required.
• Cloud and virtualisation basics. Familiarity with common hypervisor or cloud troubleshooting flows. OpenStack experience is a plus, not a requirement.

Nice to Have:

• Hands‑on exposure to Kubernetes administration, operators, and storage or networking add‑ons.
• Deeper GPU/HPC concepts such as RDMA/InfiniBand, performant distributed workload basics, or job schedulers. Awareness and used NCCL for performance troubleshooting.
• Infrastructure as Code and config management tools like Ansible or Terraform.
• GitOps and CI/CD participation. Contributing to pipelines and modernising scripts using GitHub Actions or similar.

What We Can Offer You

At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.

• Highly competitive package (base + equity) with reviews every 12 months.
• Join the fastest-growing tech startup, your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting-edge AI.
• Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always with our full support. 
• Human-First Flexibility: We treat you as humans first. Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.

Join our thriving remote-first team. Geography is no barrier to impact or connection. We build seamless virtual collaboration, empowering you, wherever you work.

Equal Opportunities Statement

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there's anything we can do to accommodate your specific situation, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.