Senior 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)

• You’ll join the Support duty rotation and, as a Senior, will collaborate with Engineering on incidents and changes.
• Proactively improve dashboards, alerts, and runbooks to prevent repeat incidents.
• Contribute to knowledge sharing across Operations and Engineering, including training content, workshops, and PR reviews. Drive to upskill - better the team and yourself.
• Accurately record, update, manage and resolve tickets using the call tracking system whilst keeping all parties (internal or external) informed of the tickets progression via phone and email.
• Demonstrate a solid understanding of the underlying Platform to our customers and providing assistance in helping them leverage the service and products.
• Respond to incoming monitoring alerts, resolving or escalating as required in accordance with priorities and agreed service levels.
• Take decisive actions, and calculated risks, on technically complex incidents and tasks to ensure business speed and efficiency.
• Lead by earning trust, speaking candidly, and benchmark against the best to identify where we can improve.
• Disagree when appropriate and challenge the status quo. Commit wholly to decisions and plans once in motion. Be a technical expert, and drive the team to make the best decisions.
• Deliver project tasks, improvements, and technical assessments in the right quality in a timely fashion.
• 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.
• Responding to critical incidents during out of business hours, and be on-call as required.