Support Desk Engineer (AI)

TL;DR

Support Desk Engineer (AI/GPU Cloud): Providing first- and second-line technical support for a high-performance GPU cloud platform with an accent on infrastructure troubleshooting and customer issue resolution. Focus on diagnosing platform-related issues, optimizing support workflows, and collaborating with engineering teams to resolve complex AI infrastructure cases.

Location: Must be based in the UK

Company

hirify.global is a high-performance GPU cloud provider engineered to reduce complexity for AI start-ups and large enterprises.

What you will do

• Handle first- and second-line technical support via email and chat, adhering to established SLAs.
• Troubleshoot and resolve issues across the GPU cloud platform, infrastructure, and related services.
• Log and track support tickets with detailed documentation and proactive customer communication.
• Perform system diagnostics, log reviews, and configuration validation to identify systemic patterns.
• Collaborate with Engineering, Operations, and Product teams to escalate and resolve critical incidents.
• Contribute to internal knowledge bases, FAQs, and customer-facing troubleshooting guides.

Requirements

• 2–4 years of technical support experience in software, cloud, or infrastructure environments.
• Strong analytical problem-solving and troubleshooting skills.
• Experience with cloud platforms (AWS, GCP, Azure) and basic networking.
• Proficiency with Linux/Unix systems and containerization (Docker, Kubernetes).
• Experience managing tickets within structured frameworks like ITIL.
• Location: Must be based in the UK

Nice to have

• Experience with GPU infrastructure, HPC environments, or AI/ML platforms.
• Knowledge of Python or Bash for diagnostics and automation.
• Familiarity with monitoring tools like Prometheus, Grafana, or ELK stack.
• Experience with ticketing systems like Jira, Zendesk, or ServiceNow.
• Understanding of REST-based APIs.

Culture & Benefits

• Competitive compensation package including base salary and equity.
• Flexible workplace policy granting autonomy over daily schedules.
• Clear career progression paths into senior support, platform engineering, or technical specialist roles.
• Access to training resources, certifications, and hands-on AI infrastructure exposure.
• Collaborative and innovative environment focused on cutting-edge GPU technology.