L2 Support Engineer (AI Cloud)

TL;DR

L2 Support Engineer (AI Cloud Infrastructure): Providing technical support for US-based customers on the Hyperstack GPU cloud platform with an accent on diagnosing OpenStack and Kubernetes issues. Focus on resolving REST API integration problems, maintaining technical runbooks, and ensuring high system availability for compute-intensive AI workloads.

Location: Nottingham, UK (Initially remote, transitioning to full-time in-office). Working Hours: 17:00 – 01:00 GMT for US market coverage.

Company

hirify.global provides Hyperstack, a full-stack AI cloud offering on-demand and private GPU infrastructure for AI researchers and enterprises.

What you will do

• Own first-line technical support for US customers, triaging and resolving issues across GPU cloud infrastructure.
• Diagnose and resolve OpenStack and Kubernetes issues using logs, CLI, and system behavior analysis.
• Assist customers with Hyperstack REST API integrations and debugging failed calls.
• Manage ticket queues and maintain tight SLAs with clear stakeholder communication.
• Develop and maintain internal knowledge base articles and technical runbooks.
• Stay current on GPU infrastructure and AI workload trends to support platform evolution.

Requirements

• 2–3 years of experience in technical support or infrastructure for cloud or SaaS environments.
• Strong Linux fundamentals and proficiency with the CLI.
• Working knowledge of REST APIs, including request/response structures and endpoint testing.
• Basic familiarity with OpenStack and/or Kubernetes.
• Must be based in or able to work from Nottingham, UK.
• Ability to work the overnight shift (17:00 – 01:00 GMT).

Nice to have

• Exposure to GPU infrastructure or NVIDIA environments.
• Basic scripting skills in Bash or Python for automation and log parsing.
• Experience with monitoring tools like Prometheus or Elasticsearch, or platforms like Postman, NetBox, and Nova hypervisor.

Culture & Benefits

• Competitive salary and annual discretionary bonus scheme.
• 25 days of holiday plus public holidays.
• Employee wellbeing benefits.
• High degree of ownership and autonomy with a clear path into platform engineering.
• Collaborative, international culture focused on trust and transparency.