Remote-First Infrastructure Support Lead

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. About the Role You will ensure the team is performing, developing, and delivering exceptional service to Nscale's customers. Reporting into the Infrastructure Support Manager, you will act as the bridge between strategic direction and frontline execution — translating priorities into action, managing team workload and productivity, and working alongside Senior Engineers to drive technical excellence. You will own people management for all Engineers and Analysts in your region, while collaborating with Senior Engineers as peers on complex incidents and improvements. You are a technically credible leader who is equally comfortable managing people as you are rolling up your sleeves on a complex incident. You operate with a bias for action, hold yourself and your team to high standards, and are driven to continuously improve both the service and the people delivering it. You're comfortable problem solving & making decisions on complex topics with high levels of ambiguity in a results-driven environment. You're comfortable influencing without authority and exceptional at building relationships with senior stakeholders across the business to get things done. You have the understanding and skillset to grasp technical concepts and problems quickly. You have strong analytical skills. You're a doer who is extremely organised and diligent. You're a self starter, curious, and quick to learn, knowing what questions to ask to get up to speed quickly. What You’ll Be Doing Own day-to-day people management for the Infrastructure US team. Manage, coach, and mentor team members to deliver high-quality support and right-first-time resolution Conduct regular 1:1s, performance reviews, and development planning Set and monitor individual and team objectives, driving accountability and continuous improvement Manage shift planning, rota coverage, and on‑call scheduling Identify skills gaps and drive upskilling through training, mentoring, and knowledge sharing across teams Ensure roles, responsibilities, and expectations are clearly understood and consistently applied Ticket & Service Management Own ticket queue management, ensuring accurate prioritisation and timely resolution Monitor team productivity and workload trends, addressing bottlenecks to maintain service levels Ensure adherence to ITIL processes across incidents, requests, changes, and problem management Maintain accurate reporting on ticket status, SLA adherence, and team performance for the Infrastructure Support Manager Operational Excellence & Continuous Improvement Identify regional risks and elevate priorities to the Infrastructure Support Manager where required Improve dashboards, alerting, and runbooks to reduce repeat incidents and drive self‑service resolution Maintain consistent standards, processes, and documentation across the regional teams Ensure compliance with audit, security, and operational requirements Technical Contribution & Support Work alongside Senior Engineers on complex incidents, technical improvements, and operational tooling Provide hands‑on support across compute, storage, and networking layers Support Kubernetes environments and Linux‑based infrastructure at scale Contribute to scripting and automation to improve operational workflows Travel to Nscale or customer sites when needed to provide technical support Incident Management & Stakeholder Interaction Act as the escalation point for complex or high‑impact incidents including on‑call (regional) Lead post‑incident reviews, identify recurring patterns, and ensure follow‑up actions are tracked and delivered Contribute to readiness and support planning for new services, deployments, and projects About You Adaptable to customer‑driven demands, including out‑of‑hours support and travel for onsite technical work Disciplined, organised, and self‑motivated, with the ability to lead, mentor, and support engineers in a fast‑paced environment Strong leadership mindset with a bias for decisive action, accountability, and continuous improvement Experience leading or managing engineers in an operational support environment, including performance, development, and day‑to‑day team oversight Experience owning team workload, prioritisation, and service delivery to meet SLAs Excellent communication and interpersonal skills, able to work effectively across all levels of the organisation Solid understanding of datacenter technologies (servers, networking, storage, virtualisation) within an operational support context Strong Linux systems engineering experience, with proven troubleshooting across compute, storage, and network layers in production Experience operating and debugging Kubernetes environments and distributed systems Strong networking fundamentals (L2/L3, routing, VLANs, load balancing), with awareness of high‑performance fabrics (RDMA/NVLink) Experience with observability, monitoring, and incident response, including driving issues to resolution and contributing to post‑incident improvements Familiarity with SRE practices, including runbooks, process improvement, and reducing manual intervention Experience with scripting and automation (Bash, Python, or similar) and Infrastructure as Code tools (e.g. Ansible, Terraform) Strong analytical and problem‑solving skills, with the ability to perform deep‑dive investigations and root cause analysis Familiarity with cloud infrastructure and virtualisation technologies; OpenStack experience preferred Understanding of ITIL processes (incident, problem, and change management) Nice to Have Experience with GPU platforms (NVIDIA/AMD) and performance diagnostics (e.g. nvidia‑smi, NCCL) Exposure to HPC or distributed workloads (e.g. RDMA, InfiniBand, MPI) Experience with CI/CD or GitOps tooling Experience working in multi‑region environments 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 the fastest‑growing tech startup , your chance to push boundaries, collaborate with brilliant minds, and make your mark on cutting‑edge AI. Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact, always 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. Join our thriving remote‑first team . Geography is no barrier to impact or connection. We build seamless virtual collaboration, empowering you, wherever you work. 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. For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here. #J-18808-Ljbffr Nscale