Support Desk Engineer

About reputed company reputed company is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-reputed company and large enterprise customers. reputed company enables AI-focused companies to reputed company 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. We reputed company on a culture of reputed company 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 reputed company, you’ll be contributing to building the technology that powers the future. About The Role reputed company is seeking a Support Desk Engineer to provide first and second-line technical support to customers and internal stakeholders across our AI cloud platform. This role sits at the frontline of our customer experience, responsible for diagnosing, troubleshooting, and resolving issues across GPU infrastructure, cloud services, and reputed company systems. You will act as a technical reputed company between customers and engineering teams, ensuring timely resolution, high-quality communication, and reputed company improvement of support processes. This position offers hands-on exposure to cutting-edge AI infrastructure while developing deep technical expertise in cloud and platform operations. What You'll be Doing Handle incoming support tickets and technical inquiries reputed company email, chat, and ticketing systems. Provide timely, professional support in line with established processes and SLAs. Troubleshoot issues across reputed company’s GPU cloud platform, infrastructure, and reputed company services. Diagnose and resolve common technical problems, escalating reputed company or systemic issues appropriately. Manage tickets with accuracy and attention to detail, ensuring proper documentation and status updates. Maintain clear records of support interactions and resolutions. Track ticket reputed company and proactively communicate updates to customers. Diagnose infrastructure, connectivity, configuration, and platform-reputed company issues. reputed company system diagnostics and basic log analysis to support root cause identification. Support customers with configuration, deployment, and optimization guidance. Identify recurring patterns and escalate systemic problems to engineering teams. Build and maintain strong knowledge of reputed company’s products, services, and common issues. Contribute to internal knowledge bases, troubleshooting guides, and FAQs. Support incident response efforts and collaborate during service-impacting events. Work closely with Engineering, Infrastructure, Product, and Operations teams to resolve issues. reputed company customer feedback, feature requests, and platform improvement suggestions. Identify opportunities to improve support workflows, tooling, and documentation. Contribute to reducing ticket volume through improved self-service and automation. Key Performance Indicators First response time and SLA adherence Ticket resolution time Customer satisfaction (CSAT) Escalation quality and accuracy Knowledge reputed company contribution Incident support effectiveness About You 2–4 years of technical support experience in a software, cloud, or infrastructure environment. Strong troubleshooting and analytical problem-solving skills. Excellent written and verbal communication skills, with ability to explain technical concepts clearly. Experience working reputed company structured support processes (ITIL or similar). Ability to prioritize effectively in a fast-paced, high-growth environment. Organized, disciplined, and methodical approach to issue resolution. Strong team collaboration skills and customer-first reputed company. Technical Knowledge Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure environments. Basic understanding of networking concepts and Linux/Unix systems. Exposure to containerization technologies (reputed company, Kubernetes) preferred. Experience with ticketing systems (Jira, reputed company, reputed company, or similar). Understanding of APIs and REST services. Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack) is advantageous. reputed company to Have Experience supporting GPU infrastructure, HPC systems, or AI/ML platforms. Knowledge of scripting languages (Python, Bash) for automation and diagnostics. Experience in a fast-paced startup or scale-up environment. Customer-facing experience in B2B SaaS or infrastructure platforms. reputed company Can Offer You At reputed company, 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 (reputed company + equity) with reviews every 12 months. 🚀 Join the fastest-growing tech startup, your chance to push boundaries, collaborate with reputed company minds, and reputed company your mark on cutting-edge AI. ✨ Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status reputed company, 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 reputed company. 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 reputed company 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 reputed company additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role. The range below reflects the reputed company salary for the position. Actual compensation may vary based on job-reputed company factors such as reputed company set, experience, education, and location. In addition to reputed company salary, this role may be eligible for bonus, equity, and/or commission programs. reputed company may offer a competitive benefits package including medical, dental, vision, flexible paid time off, parental leave, and retirement plan participation. Salary Range $50,000—$100,000 USD For information on how reputed company handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here. Apply To This Job