Senior Infrastructure Support Engineer - APAC (GPUs)

Responsibilities

• You'll join the Support duty rotation and, as a Senior, will collaborate with Infrastructure Engineering, Service Reliability Engineering, and Product Engineering on incidents, investigations, 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.
• About You
• Ability to adapt to customer-driven demands, such as providing specialist support after core business hours, with availability to travel to Nscale or Customer locations to provide onsite technical expertise and guidance
• Disciplined, organised and self-motivated. Able to motivate, support and mentor other team members
• Strong leadership principals, with a bias for taking decisive action, working independently, and driving the team and wider organisation to improve
• Understanding of how Data Centres operate and the core datacentre technologies: Servers, Networks, Storage and Virtualisation, ideally gained through an operational support background
• Good organisational and time management skills, with strong interpersonal skills, able to deal effectively with people at all levels whilst also having good written and verbal communication skills
• Linux systems engineering at scale. Strong command over modern Linux distributions, kernel modules, system, networking stack, and filesystem tooling. Proven troubleshooting across compute, storage and network layers in production
• Operate and troubleshoot K8s clusters and understand how physical resources are abstracted up the stack to K8s
• GPU platforms (NVIDIA and AMD). Practical experience with GPU drivers and GPU logs investigation tools, e.g. nvidia-smi. Performance diagnostics using NCCL on large scale clusters
• Observability and incident response. Build and use alerting stacks and dashboards, interpret metrics and alerts, and drive runbooks to resolution; contribute to SLOs and post‑incident reviews
• Strong Networking fundamentals. Solid grasp of L2/L3, routing, BGP, VLANs, VXLAN, firewalls, load balancing. Understanding of high‑performance fabrics (RDMA/NVLink basics) for cluster‑to‑cluster traffic
• SRE‑style operations. Write and maintain runbooks, automate diagnostics, and reduce human intervention using scripts or small tools
• Automation and Git. Scripting or software skills in Bash, Python, or JavaScript (or equivalent) for operational tooling and integra

Additional Information

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. Senior Infrastructure Support Engineer - APAC

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