2 дня назад
AI Infrastructure Support Engineer (First Line Response)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
AI Infrastructure Support Engineer (First Line Response) (AI infrastructure/cloud support): Providing first- and second-line technical support for a GPU cloud platform, including ticket handling, infrastructure troubleshooting, diagnostics, and customer communication with an accent on cloud technologies, networking, Linux, and containerization. Focus on diagnosing platform and connectivity issues, analyzing logs, escalating systemic problems, and improving support documentation and processes.
Location: APAC; Singapore
Company
Nscale provides cost-effective, high-performance GPU cloud infrastructure for AI start-ups and enterprise customers.
What you will do
- Provide first- and second-line technical support through email, chat, and ticketing systems.
- Troubleshoot GPU cloud, infrastructure, connectivity, configuration, deployment, and platform issues.
- Manage support tickets, document interactions and resolutions, and communicate status and next steps.
- Perform basic system diagnostics and log analysis, identifying recurring and systemic issues.
- Escalate complex and critical incidents to engineering, operations, and product teams.
- Improve support processes, knowledge bases, troubleshooting guides, FAQs, and self-service resources.
Requirements
- 2–4 years of technical support experience in a software, cloud, or infrastructure environment.
- Strong troubleshooting, problem-solving, written communication, and verbal communication skills.
- Experience managing support tickets and following ITIL or similar support processes.
- Familiarity with AWS, GCP, Azure, or infrastructure concepts.
- Basic understanding of networking, Linux/Unix systems, or Docker/Kubernetes.
- Ability to prioritize, escalate issues, and explain technical concepts to non-technical users.
Nice to have
- Experience with GPU infrastructure, HPC systems, or AI/ML platforms.
- Knowledge of Python, Bash, monitoring and observability tools, or ticketing systems such as Jira, Zendesk, or ServiceNow.
- Understanding of APIs and REST services.
- Start-up or scale-up experience and customer-facing B2B SaaS or infrastructure support experience.
Culture & Benefits
- Collaborative, supportive, and innovative work environment.
- Direct impact on customer satisfaction, platform reliability, and operational excellence.
- Exposure to AI infrastructure, cloud technologies, and customer-facing operations.
- Opportunities to develop technical knowledge and build relationships across engineering, operations, product, and support.
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