L2 Support Engineer (AI Infrastructure)

Location: Fully office-based in Nottingham, UK; must be within commuting distance and have full right to work in the UK

Company

hirify.global operates Hyperstack, a self-serve GPU cloud and AI infrastructure platform for AI, HPC, and compute-heavy workloads, powered by renewable energy and NVIDIA architecture.

What you will do

• Own L2 customer support tickets across email, chat, and phone from first response through resolution while meeting response and resolution targets.
• Diagnose virtual machine, networking, and storage issues using REST APIs, application and system logs, and Linux and Windows tooling across OpenStack and basic Kubernetes deployments.
• Collaborate with Support, the Team Lead, and Engineering; provide logs, reproduction steps, and customer impact when escalating defects.
• Identify ticket patterns indicating wider platform incidents and raise them promptly.
• Create and maintain troubleshooting guides, customer-facing knowledge base articles, SOPs, and failure-scenario runbooks.
• Develop OpenStack, Kubernetes, and Hyperstack expertise through training and progress toward infrastructure-focused work.

Requirements

• Experience in application support, technical support, or service desk work supporting external customers.
• Clear, calm, and professional written and spoken communication, including with unhappy customers.
• Working familiarity with Linux and Windows and confidence reading logs to diagnose problems.
• Comfort making REST API calls and interpreting responses and error codes.
• Ability to learn new products quickly and investigate problems without a ready-made answer.
• Full right to work in the UK and residence within commuting distance of the Nottingham office; visa sponsorship is not available.

Nice to have

• Application support experience at a SaaS, cloud, hosting, or software company, ideally across more than one product or platform.
• Exposure to OpenStack, Kubernetes, containers, or cloud infrastructure, including self-study or home lab work.
• Interest in AI and GPU infrastructure.

Culture & Benefits

• Competitive salary and annual discretionary bonus scheme.
• Employee wellbeing benefits, private medical insurance, enhanced pension scheme, and 25 days of holiday plus public holidays.
• Structured OpenStack and Kubernetes training with a path toward infrastructure work.
• Autonomy, ownership, initiative, and experimentation in a collaborative, international culture.
• Visible impact, career progression, and the opportunity to help shape a high-growth company.