Infrastructure Support Engineer

About Nscale

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers.  Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.

At Nscale, our Support and Operations team plays a critical role in maintaining service availability, driving service reliability and rapid response to customer tickets 

We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future.

 

About the Role (Job Purpose)

We’re looking for an Engineer that has good people, leadership & technical skills. 

• A technical expert responsible for ensuring the efficiency, reliability, and scalability of data centre infrastructure.
• You're comfortable problem solving & making decisions on complex topics with high levels of ambiguity in a results driven environment. 
• You’re comfortable influencing without authority and exceptional at building relationships with senior stakeholders across the business to get things done. 
• You have the understanding and skillset to grasp technical concepts and problems quickly
• You have strong analytical skills
• You’re a doer who is extremely organised and diligent
• You’re a self starter, curious, and quick to learn, knowing what questions to ask to get up to speed quickly

 

What You’ll be Doing (Responsibilities)

• Accurately record, update, manage and resolve tickets using the ticketing system whilst keeping all parties informed of the tickets progression.
• Respond to incoming alerts by raising tickets and escalating as required in accordance with priorities and agreed service levels
• Ensuring all changes are documented through the Change Management Process
• Provide excellent customer service to customers and internal staff.
• Handle escalated customer support issues, providing solutions aligned with business SLA requirements
• Design and implement automation scripts and tools to optimize processes.
• Conduct root cause analysis for major incidents and recommend long-term fixes.
• Collaborate with cross-functional teams for service improvements
• Flexibility to respond to critical incidents during out of business hours, and be on-call as required.
• Ability to adapt to customer-driven demands, such as  providing specialist support after core business hours
• Availability to travel to Nscale or Customer locations to assist with deployments, trouble shooting and operational tasks and attendance of supplier related training courses

 

About You (Skills / Qualifications Experience)

• Experience of supporting a business critical platform in a 24/7 ITIL environment
• Understanding of core datacentre technologies: Servers, Networks, Storage and Virtualisation, ideally gained through an operational support background.
• Interest in Information Technology and a keenness to develop IT skills
• Able to work effectively and deliver a high standard of work in a busy office environment 
• Good organisational and time management skills 
• Strong interpersonal skills, able to deal effectively with people at all levels whilst also having good written and verbal communication skills

Nice to Have:

• Strong problem-solving and analytical skills
• Advanced technical certifications
• Familiarity with automation tools (e.g., Ansible, PowerShell, Python)
• Expertise in server administration, virtualization, and networking protocols

 

What We Can Offer You

At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.

• 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.

 

Equal Opportunities Statement

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.