Support Desk Engineer

TL;DR

Support Desk Engineer (AI/Cloud Infrastructure): Provide first- and second-line technical support for hirify.global's GPU cloud platform, troubleshooting issues across AI infrastructure, cloud services, and platform components with an accent on diagnosing problems, resolving common technical issues, and escalating complex cases with clarity and precision. Focus on ensuring an exceptional customer experience and gaining deep exposure to AI infrastructure, cloud technologies, and production-grade systems.

Location: Onsite in London, United Kingdom

Company

hirify.global is the GPU cloud engineered for AI, providing cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers.

What you will do

• Handle incoming support tickets and technical inquiries, providing timely, professional support.
• Troubleshoot issues across hirify.global’s GPU cloud platform, infrastructure, and related services.
• Diagnose and resolve common technical issues, escalating complex problems appropriately to engineering.
• Accurately log, document, and track support tickets, proactively communicating status updates to customers.
• Develop and maintain strong knowledge of hirify.global’s products and contribute to internal knowledge bases and documentation.
• Work closely with Engineering, Operations, and Product teams, and participate in incident response activities when required.

Requirements

• 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.
• Familiarity with cloud platforms (AWS, GCP, Azure) and infrastructure concepts.
• Basic understanding of networking, Linux/Unix systems, and/or containerization (Docker, Kubernetes).
• Experience managing tickets within structured ITIL or similar support frameworks.

Nice to have

• Experience supporting GPU infrastructure, HPC environments, or AI/ML platforms.
• Knowledge of Python, Bash, or scripting for diagnostics and automation.
• Familiarity with monitoring and observability tools (Prometheus, Grafana, ELK stack).
• Experience using ticketing platforms such as Jira, Zendesk, or ServiceNow.
• Understanding of APIs and REST-based services.
• Experience in a startup or scale-up environment.

Culture & Benefits

• Highly competitive package (base + equity) with reviews every 12 months.
• Opportunity to join one of the fastest-growing AI infrastructure companies.
• Dynamic progression plan tailored for career growth into senior support or engineering roles.
• Human-First Flexibility, providing autonomy to shape your day.
• Access to training resources, certifications, and hands-on exposure to AI infrastructure and cloud technologies.
• Collaborative, supportive, and innovative environment where your contributions spark real impact.