Infrastructure Support Engineer

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.

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.

• 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 optimise 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, troubleshooting and operational tasks and attendance of supplier related training courses.

• 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, file systems, permissions, and basic networking tools. Able to troubleshoot common issues and know when to escape.
• 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…