Infrastructure Support Engineer

Houston;
New York;
San Francisco;
Seattle

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.

Preference for West Coast Candidates

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

• 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.

• 2–4 years of experience in a support, operations, or infrastructure engineering role, ideally within a cloud, data center, or managed services environment.
• 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 virtualization 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 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 virtualization basics. Familiarity with common hypervisor or cloud troubleshooting flows. Open Stack experience is a plus, not a requirement.

• Hands‑on exposure to Kubernetes administration, operators, and storage or networking add‑ons.
• Deeper GPU/HPC concepts such as RDMA/Infini Band, performant distributed workload basics, or job schedulers. Awareness and used…