Infrastructure Support Engineer

About the role

We are seeking an experienced Engineer to ensure the efficiency, reliability, and scalability of our data center infrastructure. This role requires a technical expert with good people, leadership, and technical skills. You will be responsible for handling day-to-day tickets and alerts, collaborating with Engineering, and participating in monitoring, troubleshooting, and triage.

Responsibilities

• Handle day-to-day tickets and alerts, escalating early and appropriately.
• Collaborate with Engineering when incidents or changes require it.
• Accurately record, update, manage, and resolve tickets using the ticketing system while 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.
• 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.

Qualifications

• 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, filesystems, 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. OpenStack experience is a plus, not a requirement.
• Nice to have hands-on exposure to Kubernetes administration, operators, and storage or networking add-ons.
• Deeper GPU/HPC concepts such as RDMA/InfiniBand, performant distributed workload basics, or job schedulers. Awareness and used NCCL for performance troubleshooting.
• Infrastructure as Code and config management tools like Ansible or Terraform.
• GitOps and CI/CD participation. Contributing to pipelines and modernizing scripts using GitHub Actions or similar.
• Experience with access and security tooling used at Nscale, such as Teleport or Vault.
• Progress toward relevant certifications over time (e.g., Linux, Kubernetes, cloud, or security).