Infrastructure Support Engineer

About the role

Infrastructure Support Engineers are the delivery engine of Infrastructure Support (L2/L3), handling the day-to-day health of Nscale's GPU fleets — tickets, alerts, hardware faults, and customer issues — across GPU nodes, high-performance networks, Linux, and data centre operations.

This is a hands-on technical role: you'll come in with a strong technical base and working knowledge of GPU infrastructure, and grow toward Senior through exposure to some of the most advanced AI infrastructure in the world.

Responsibilities

• Own your tickets and tasks end-to-end, escalating early and appropriately when issues exceed your scope — with clean, evidence-rich handovers.
• Communicate technical detail clearly, specifically, and concisely — in tickets, to customers, and to colleagues. We treat communication quality as a core engineering skill, not a soft skill.
• Grasp new technical concepts and problems quickly; stay curious and know what questions to ask to get up to speed fast.
• Bring discipline and organization: accurate records, structured troubleshooting, reliable follow-through.
• Seek feedback and invest in learning — this role is a deliberate pathway to Senior.

Requirements

• Experience: 3-4+ years in infrastructure support or support engineering roles, including deep support/service desk experience in structured, customer-facing environments, with working knowledge of GPU infrastructure and hands-on hardware troubleshooting.

Qualifications

• Experience. 3+ years in infrastructure support or support engineering, including support/service desk experience in structured, SLA-driven, customer-facing environments (cloud, data centre, or managed services).
• Communication. Clear written notes, concise updates, and reliable follow-through. Able to explain technical issues accurately to customers and colleagues, and produce handovers the next shift can act on immediately.
• GPU and hardware troubleshooting. Working knowledge of GPU infrastructure: hands-on with nvidia-smi or similar diagnostics, comfortable interpreting hardware error output and logs, and confident physically troubleshooting servers — reseating components, swap testing, working via BMC/out-of-band management — through to preparing RMA evidence. A strong technical base here is required, not a learning goal.
• Linux. Solid working knowledge: confident on the CLI with systemd, filesystems, permissions, and standard networking tools. Able to troubleshoot common issues independently and know when to escalate.
• Networking. Solid grasp of IP addressing, subnets, VLANs, routing, DNS, and firewalls. Awareness of high-performance east-west fabrics (RDMA/InfiniBand concepts) is a plus and a core growth area in this role.
• Ticketing and ITSM discipline. Experience working within structured support processes (ITIL or similar): prioritisation, escalation, SLA awareness, and accurate documentation.
• Observability foundations. Able to use dashboards and alerts to identify symptoms, gather evidence, and follow runbooks. Comfortable proposing simple alert or dashboard improvements with review.
• Scripting and automation basics. Comfortable reading and writing simple Bash or Python, and using Git for version control.
• Platform and DC fundamentals. Understanding of servers, networks, storage, and virtualisation concepts, ideally from a support or operations background.
• Growth mindset. Curious, dependable, and collaborative. You seek feedback, ask questions, and invest in learning to progress toward Senior.
• Adaptability. Able to work in a fast-moving environment with evolving processes, participate in on-call after onboarding, and travel when needed.

Benefits

• 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. 🫶🏽 Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life's moments.
• Join our thriving remote-first team. Geography is no barrier to impact or connection. We build seamless virtual collaboration, empowering you, wherever you work.

Pay

$100,000 - $140,000 USD

Schedule

Nscale does not specify a schedule.