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.
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.
About the Role
We are hiring a Support Desk Analyst to join our Support & Operations team and serve as the frontline of our technical support organization.
In this role, you will provide first- and second-line technical support to both internal teams and customers. You will handle incoming support requests, troubleshoot technical issues, and escalate more complex challenges to specialist teams.
This role requires strong problem-solving ability, clear communication, and a structured, methodical approach in a fast-paced, high-growth environment. Your work will directly impact customer satisfaction, internal productivity, and operational excellence.
What you'll be doing
Support Delivery & Ticket Management
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Handle incoming support requests via email, ticketing systems, and chat channels.
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Diagnose and resolve technical issues for internal users and customers.
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Log, track, and maintain accurate updates on all support tickets.
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Prioritize and escalate issues appropriately based on severity and impact.
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Maintain professional, clear, and courteous communication with all stakeholders.
Technical Troubleshooting
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Provide first-line technical support for hardware, software, and cloud infrastructure issues.
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Troubleshoot connectivity, access, authentication, and configuration problems.
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Document issues and resolutions to build and maintain a searchable knowledge base.
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Identify recurring patterns and escalate systemic issues to engineering teams.
User Support & Enablement
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Assist users with account setup, permissions, and authentication challenges.
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Provide clear, easy-to-understand technical guidance to non-technical users.
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Support onboarding and offboarding processes with technical provisioning and deprovisioning.
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Create and maintain documentation for common support scenarios.
System & Process Improvement
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Contribute to continuous improvement of support workflows and procedures.
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Identify opportunities to automate repetitive or manual tasks.
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Participate in team knowledge sharing and training sessions.
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Support implementation of new support tools and systems.
Cross-Functional Collaboration
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Work closely with Internal IT, Infrastructure, and Platform Engineering teams.
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Coordinate escalations with specialist teams to ensure timely resolution.
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Support incident response processes and contribute to resolution efforts.
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Communicate effectively with both technical and non-technical stakeholders.
About You
Essential Experience
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2–3 years of experience in a technical support, help desk, or similar customer-facing technical role.
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Strong troubleshooting and analytical problem-solving skills.
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Excellent written and verbal communication skills.
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Ability to work effectively in a fast-paced, high-growth environment.
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Highly organized, disciplined, and detail-oriented.
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Reliable and methodical with a strong sense of ownership.
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Strong team player with the ability to build positive working relationships.
Technical Knowledge
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Solid understanding of IT fundamentals (networking, operating systems, cloud concepts).
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Experience supporting Windows and/or macOS environments.
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Familiarity with ticketing systems and support tools.
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Basic understanding of IT security and data protection principles.
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Experience using remote support tools and VPN technologies.
Preferred
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Experience in a startup or scale-up environment.
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Familiarity with cloud platforms (AWS, GCP, Azure).
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Exposure to GPU infrastructure or AI/ML tooling environments.
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Knowledge of IT Service Management (ITIL) practices.
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CompTIA A+, Security+, or similar certifications.
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Experience supporting engineering or technical teams.
Mindset & Attributes
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Proactive, solution-oriented approach.
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Calm and professional under pressure.
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Genuine desire to help and support others.
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Quick learner with adaptability to new tools and processes.
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Strong work ethic and commitment to delivering excellent service.
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Comfortable working independently and collaboratively.
What we can offer you
At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.
Highly competitive package (base + equity) with reviews every 12 months. 🚀
Join one of the fastest-growing tech startups — your chance to collaborate with brilliant minds and support cutting-edge AI infrastructure. ✨
Expect a dynamic progression plan tailored to your ambitions. Grow into senior support, specialist engineering, or broader technical roles with our full support.
Human-First Flexibility: We treat you as humans first. 🫶🏽 Our flexible workplace trusts Nscalers to deliver, giving you the autonomy to shape your day around life’s moments.
Learning & Development: Access training resources and certification support to advance your technical skills.
Career Growth: Clear pathways into senior support, infrastructure, platform engineering, or other technical career tracks.
Equal Opportunities Statement
We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.
If there’s anything we can do to accommodate your specific situation, please let us know.
The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The employee may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.
