AI Infrastructure Support Engineer

What You'll be Doing

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 orequivalent), 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

Help 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.

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.

About You

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