Support Desk Analyst

We provide GPU cloud infrastructure engineered for AI, offering cost-effective, high-performance solutions for AI start-ups and large enterprise customers. Our infrastructure reduces the complexity of AI development, enabling companies to achieve superior results while supporting cost management, rapid innovation, and environmental responsibility. We foster a culture of relentless innovation, ownership, and accountability, where every team member drives excellence and urgency in building technology that powers the future.

About the role

We are seeking a Support Desk Analyst to provide first and second-line technical support to both internal teams and external customers. This role serves as the frontline of our support organization, ensuring timely resolution of technical issues, maintaining high service standards, and escalating complex problems appropriately. You will play a critical role in maintaining operational continuity and delivering a high-quality support experience in a fast-paced, high-growth AI infrastructure environment.

Responsibilities

• Handle incoming support requests via ticketing systems, email, and chat channels.
• Diagnose, troubleshoot, and resolve hardware, software, and cloud infrastructure issues.
• Log, track, and maintain accurate updates on all support tickets.
• Prioritize and escalate issues appropriately based on severity and impact.
• Maintain professional, clear, and courteous communication with users and stakeholders.
• Provide first-line technical support for connectivity, access, and configuration issues.
• Assist with account provisioning, permissions management, and authentication support.
• Support onboarding and offboarding processes, including device and access setup.
• Document issues, resolutions, and recurring patterns to build and maintain a knowledge base.
• Identify systemic issues and escalate recurring problems to engineering or infrastructure teams.
• Contribute to continuous improvement of support processes and workflows.
• Identify opportunities for automation of repetitive support tasks.
• Participate in knowledge-sharing sessions and internal training initiatives.
• Support implementation of new tools, systems, and support platforms.
• Collaborate closely with Internal IT, Infrastructure, and Platform Engineering teams.
• Support incident response efforts and assist in restoring service during outages.
• Ensure alignment with IT security and data protection standards.

Key Performance Indicators

• First response time
• Ticket resolution time
• Customer satisfaction (CSAT)
• Ticket backlog management
• Escalation accuracy and efficiency
• Knowledge base contribution and documentation quality

Requirements

• 1–3 years of experience in technical support, help desk, or a customer-facing technical role.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize effectively in a fast-paced, high-growth environment.
• Organized, disciplined, and detail-oriented approach to work.
• Reliable and methodical with a strong ownership mindset.
• Collaborative team player with strong interpersonal skills.

Skills

• Solid understanding of IT fundamentals (networking, operating systems, cloud concepts).
• Experience supporting Windows and/or macOS environments.
• Familiarity with ticketing systems and remote support tools.
• Basic understanding of IT security and data protection principles.
• Experience with VPN technologies and remote access troubleshooting.

Preferred Qualifications

• Experience in a startup or scale-up environment.
• Familiarity with cloud platforms (AWS, GCP, Azure).
• Exposure to GPU infrastructure or AI/ML environments.
• Understanding of IT Service Management (ITIL) processes.
• Relevant certifications (CompTIA A+, Security+, or similar).
• Experience supporting technical or engineering teams.

Benefits

• Highly competitive package (base + equity) with reviews every 12 months.
• Opportunity to join a fast-growing tech startup and collaborate with brilliant minds in AI.
• Dynamic progression plan tailored to your ambitions, with full support for growth and leadership.
• Medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation.

Pay

$40,000—$80,000 USD base salary. Actual compensation may vary based on job-related factors such as skill set, experience, education, and location. This role may also be eligible for bonus, equity, and/or commission programs.