Infrastructure Support Engineer

About the role

Join the Support duty rotation and handle day-to-day tickets and alerts, escalating early and appropriately. Collaborate with Engineering, with guidance, when incidents or changes require it.

Perform GPU node triage and hardware troubleshooting: interpret nvidia-smi/DCGM output and system logs, isolate faults across GPU, NIC, and server hardware, carry out physical remediation (reseats, swap testing, component checks), and prepare clean evidence for vendor RMA.

Run fabric and link diagnostics following established runbooks (mlxlink or equivalent), capture evidence accurately, and escalate with a handover that lets the next engineer continue without starting from scratch.

Assist with storage and data-path investigations (mounts, connectivity, client-side symptoms) on high-performance platforms, gathering evidence for Senior or Engineering-led diagnosis.

Follow established runbooks to resolve common issues; propose improvements and contribute incremental fixes with review.

Accurately record, update, manage, and resolve tickets, keeping all parties informed with clear notes, next steps, and customer communications via the agreed channels.

Participate in monitoring, troubleshooting, and triage. Capture logs and facts to enable efficient handover.

Participate in changes under peer review, learning risk assessment and backout practices in live customer environments.

Maintain source-of-truth accuracy across DCIM, inventory, and asset records (NetBox or similar patterns).

Identify opportunities for automation and contribute simple scripts and tooling improvements to optimise processes.

Be the escalation point for onsite DC Operations staff; coordinate smart-hands tasks within your scope.

Learn the Platform fundamentals so you can help customers get value from our services, asking for support when deeper expertise is needed.

Share knowledge by documenting steps you've validated and contributing to training materials. Shadow Seniors during complex work to build capability.

Take part in incident reviews as a contributor and help track preventative follow-ups in your scope.

Deliver assigned tasks and project work to agreed quality and timelines. Flag blockers early and seek help when needed.

Participate in on-call and out-of-hours work when scheduled and after onboarding. Travel to Nscale or customer locations to assist with deployments, troubleshooting, and operational tasks, and attend supplier training as required.

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.