Foundry Support Desk Engineer

About the role

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.

Responsibilities

• 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.

Requirements

• 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 teams or Palantir support when needed.

Qualifications

While not exhaustive, these are the minimum qualifications for this role:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Experience with data processing and analytics tools.
• Knowledge of cloud computing and virtualization technologies.
• Experience with Linux and Unix operating systems.
• Ability to work independently and as part of a team.

Skills

• Deep knowledge of Foundry and Spark.
• Sharp investigative mindset.
• Effective communication skills.
• Problem-solving skills.

Benefits

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. Trust Nscalers to deliver, giving you the autonomy to shape your day around life’s moments.

Pay

$80,000 - $100,000 USD

Schedule

Nscale offers a flexible schedule to accommodate your needs.