Head of Infrastructure Support

About the role

The Head of Infrastructure Support owns Infrastructure Support for their region — the team, the function, and its impact on customers. Reporting directly to the VP of Support and operating alongside counterpart Heads of Infrastructure Support across EMEA, the US, and APAC, you are accountable for the success of regional support outcomes: service performance, escalation quality, customer experience, and the health of the GPU estates your team supports.

Regional Ownership & Accountability

• Own the success of Infrastructure Support for your region: service outcomes, customer impact, and team performance sit with you.
• Own regional service performance against defined KPIs — SLA adherence, MTTR, first-response time, backlog health, and CSAT — with accurate reporting to the VP of Support and senior leadership.
• Identify regional risks — capacity, capability, coverage, or customer — early, and either resolve them or escalate them with a clear recommendation.
• Own regional capacity modelling and headcount planning: forecast support demand against fleet growth and customer onboarding, and make the business case for investment to the VP of Support.
• Act as the regional accountability layer during rapid growth: when cross-functional work spanning Support, DC Operations, deployment, firmware, and Engineering lacks a clear owner, make sure it gets one and gets done.
• Partner with the Heads of Infrastructure Support in the other regions — across EMEA, the US, and APAC — to run a single global function: consistent standards, processes, and quality, with true follow-the-sun handover between regions.
• Own a global capability area on behalf of all regions — such as escalation management standards, the knowledge and runbook system, or the tooling and automation roadmap — working with other Heads of Infrastructure Support defining the standard every regional Support team operates to.

People Leadership & Team Building

• Own day-to-day people management for your regional Infrastructure Support team: regular 1:1s, performance reviews, development planning, and documented performance management — including underperformance — through to outcome.
• Hire and grow the team: define role requirements, run structured interviews, and build a bench of engineers who meet Nscale's technical and communication bar.
• Design your team's structure as the region scales, appointing and developing team leads and building second-line management capability as headcount grows.
• Set and monitor individual and team objectives, driving accountability and continuous improvement.
• Design and own shift planning, rota coverage, and on-call scheduling for the region, ensuring sustainable 24/7 support in coordination with the global coverage model.
• Identify skills gaps and drive upskilling through training, mentoring, and knowledge sharing across teams.
• Ensure roles, responsibilities, and expectations are clearly understood and consistently applied.

Service & Operational Performance

• Own ticket queue health for the region: accurate prioritisation, timely resolution, and clean escalation flow from frontline triage into L2/L3.
• Maintain consistent standards, processes, and documentation across regional teams; ensure compliance with audit, security, and operational requirements.

Incident, Escalation & Stakeholder Leadership

• Act as the senior regional escalation point for complex or high-impact incidents, including customer-facing escalations, participating in regional on-call as required.
• Represent Infrastructure Support to regional customers and internal senior stakeholders; communicate clearly, candidly, and concisely at every level from engineer to executive.
• Contribute to readiness and support planning for new services, data center deployments, and customer onboarding in the region.

Technical Leadership & Contribution

• Work alongside Senior Engineers on complex incidents, technical improvements, and operational tooling — close enough to the work to lead it credibly.
• Maintain hands-on fluency across GPU infrastructure (drivers, firmware, hardware fault isolation, RMA workflows), Linux at scale, and east-west high-performance fabrics (InfiniBand/RoCE diagnostics and fault isolation).
• Guide investigation quality: evidence-led diagnosis, structured troubleshooting, and handovers that stand up to scrutiny.
• Contribute to scripting and automation direction to reduce toil across the regional operation.