AI Infrastructure Support Engineer - APAC (GPUs)

About Nscale

Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.

At Nscale, our Support and Operations team plays a critical role in maintaining service availability, driving service reliability and rapid response to customer tickets.

We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you’ll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you’ll be contributing to building the technology that powers the future.

AI Infrastructure Support Engineer - APAC

What You'll be Doing

• Join the Support duty rotation and handle day-to-day tickets and alerts, escalating early and appropriately. Collaborate with Engineering, with guidance, when incidents or changes require it
• Perform GPU node triage and hardware troubleshooting: interpret nvidia-smi/DCGM output and system logs, isolate faults across GPU, NIC, and server hardware, carry out physical remediation (reseats, swap testing, component checks), and prepare clean evidence for vendor RMA
• Run fabric and link diagnostics following established runbooks (mlxlink or equivalent), capture evidence accurately, and escalate with a handover that lets the next engineer continue without starting from scratch
• Assist with storage and data-path investigations (mounts, connectivity, client-side symptoms) on high-performance platforms, gathering evidence for Senior or Engineering-led diagnosis
• Follow established runbooks to resolve common issues; propose improvements and contribute incremental fixes with review
• Accurately record, update, manage, and resolve tickets, keeping all parties informed with clear notes, next steps, and customer communications via the agreed channels
• Participate in monitoring, troubleshooting, and triage. Capture logs and facts to enable efficient handover
• Participate in changes under peer review, learning risk assessment and backout practices in live customer environments
• Help maintain source-of-truth accuracy across DCIM, inventory, and asset records (NetBox or similar patterns)
• Identify opportunities for automation and contribute simple scripts and tooling improvements to optimise processes
• Be the escalation point for onsite DC Operations staff; coordinate smart-hands tasks within your scope
• Learn the Platform fundamentals so you can help customers get value from our services, asking for support when deeper expertise is needed
• Share knowledge by documenting steps you've validated and contributing to training materials. Shadow Seniors during complex work to build capability
• Take part in incident reviews as a contributor and help track preventative follow-ups in your scope
• Deliver assigned tasks and project work to agreed quality and timelines. Flag blockers early and seek help when needed
• Participate in on-call and out-of-hours work when scheduled and after onboarding. Travel to Nscale or customer locations to assist with deployments, troubleshooting, and operational tasks, and attend supplier training as required.

About You

• 3+ years in infrastructure support or support engineering, including support/service desk experience in structured, SLA-driven, customer-facing environments (cloud, data centre, or managed services)
• Clear written notes, concise updates, and reliable follow-through. Able to explain technical issues accurately to customers and colleagues, and produce handovers the next shift can act on immediately
• GPU and hardware troubleshooting. Working knowledge of GPU infrastructure: hands-on with nvidia-smi or similar diagnostics, comfortable interpreting hardware error output and logs, and confident physically troubleshooting servers — reseating components, swap testing, working via BMC/out-of-band management — through to preparing RMA evidence. A strong technical base here is required, not a learning goal
• Solid working knowledge: confident on the CLI with systemd, filesystems, permissions, and standard networking tools. Able to troubleshoot common issues independently and know when to escalate
• Solid grasp of IP addressing, subnets, VLANs, routing, DNS, and firewalls. Awareness of high-performance east-west fabrics (RDMA/InfiniBand concepts) is a plus and a core growth area in this role
• Ticketing and ITSM discipline. Experience working within structured support processes (ITIL or similar): prioritisation, escalation, SLA awareness, and accurate documentation
• Observability foundations. Able to use dashboards and alerts to identify symptoms, gather evidence, and follow runbooks. Comfortable proposing simple alert or dashboard improvements with review
• Scripting and automation basics. Comfortable reading and writing simple Bash or Python, and using Git for version control
• Platform and DC fundamentals. Understanding of servers, networks, storage, and virtualisation concepts, ideally from a support or operations background
• Growth mindset. Curious, dependable, and collaborative. You seek feedback, ask questions, and invest in learning to progress toward Senior
• Able to work in a fast-moving environment with evolving processes, participate in on-call after onboarding, and travel when needed

Nice to Have

• High-performance fabrics and GPU-HPC. Exposure to RDMA/InfiniBand, link-level diagnostics (mlxlink, ibdiagnet, or equivalent), NCCL-based troubleshooting, or NVLink concepts
• High-performance storage. Exposure to VAST or comparable AI-optimised storage platforms, Ceph, or NFS at scale, including basic storage–network troubleshooting
• OpenStack and fleet operations tooling. Familiarity with OpenStack troubleshooting flows, or fleet-scale tooling for provisioning and health (MAAS, NetBox, Redfish, or similar)
• Understanding of core concepts (nodes, pods, services, logs) and basic troubleshooting via runbooks. Helpful context for our platform, though not the core of this role
• Automation and access tooling. Experience with Ansible or Terraform, CI/CD participation (GitHub Actions or similar), or access and security tooling such as Teleport or Vault
• Progress toward relevant Linux, networking, Kubernetes, cloud, or security certifications over time

In All