Foundry Desk Engineer

Foundry Support Desk 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.

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 a Support Desk Engineer to be the first dedicated owner of Foundry platform support at Nscale — the go-to person for resolving technical issues, fielding user questions, and ensuring the organisation can operate on Foundry with confidence.

You'll be the first point of triage for all Foundry support requests, owning the end-to-end resolution of issues across IT-owned projects and general platform usage. You'll diagnose problems at the Spark and pipeline level, resolve what you can directly, and loop in the right specialists — Use Case Leads, Data Source Developers, and others — when deeper domain knowledge is needed.

Beyond reactive support, you'll build the documentation, monitoring, and processes that reduce recurring issues and progressively raise the technical bar across the user base.

This role is ideal for someone with deep Foundry and Spark knowledge, a sharp investigative mindset, and the communication skills to work effectively with both developers and non-technical users. If you want genuine ownership of a critical function — and the opportunity to shape how it grows — this is that role.

• Serve as the first point of triage for all Foundry support requests, fielding questions, categorising issues by complexity and impact, and taking ownership of resolution from initial contact through to close.
• Investigate and resolve Foundry issues independently wherever possible, applying deep knowledge of Spark, data pipelines, and platform architecture to diagnose root causes quickly and accurately.
• Where issues require deeper domain expertise, escalate effectively to the right internal specialists — Use Case Leads, Data Source Developers, or technical teams — providing clear context and reproducing steps to enable fast resolution.
• Build and maintain documentation, runbooks, and FAQs that enable users to self-serve on common issues and reduce repeat queries over time.
• Develop and manage monitoring and reporting systems to track support volumes, resolution times, and recurring failure patterns, using that data to drive proactive improvements.
• Identify systemic issues surfaced through support requests and work with development teams to address root causes rather than just symptoms.
• Contribute to onboarding and training materials that raise Foundry proficiency across the user base and expand the organisation's capacity to operate the platform independently.

• 2+ years of relevant experience working with Foundry or comparable data platforms, with an understanding of how business workflows map to technical platform structures.
• Hands-on experience troubleshooting Spark jobs, data pipelines, or data-processing issues, with the ability to investigate problems at the platform, pipeline, and data level.
• Structured, investigative problem-solving skills and the judgement to prioritise issues by complexity, urgency, and business impact.
• Exposure to support processes such as triage, escalation, resolution tracking, and recurring-issue analysis.
• Strong written communication skills, with experience creating clear documentation, runbooks, FAQs, or support workflows.
• Confidence working with both technical and non-technical users, translating ambiguous issues into clear next steps and escalating effectively to development…