Senior 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.
Senior AI Infrastructure Support Engineer - APAC
What You'll be Doing
Join the Support duty rotation as a senior escalation point, collaborating with Infrastructure Engineering, CNPRE, Network Operations, and Product Engineering on incidents, investigations, and changes
Diagnose and remediate GPU node faults across the full stack — driver, firmware, and hardware layers — from nvidia-smi/DCGM and XID/RAS analysis through BMC/Redfish and out-of-band management to physical fault isolation and vendor RMA
Own east-west fabric health: run link-level diagnostics (mlxlink, ibdiagnet, or equivalent), isolate transceiver, optics, cabling, and switch-port faults, and validate topology across InfiniBand and RoCE/high-speed Ethernet fabrics.
Investigate data-path issues on high-performance storage platforms (e.g. VAST), including storage–network interactions across clients, mounts, VIPs, and routing
Run structured, hypothesis-driven investigations; conduct root cause analysis for major incidents and drive long-term fixes to completion
Author and execute changes in live customer environments with proper risk assessment, peer review, and backout plans
Proactively improve dashboards, alerts, and runbooks to prevent repeat incidents; identify recurring patterns and convert them into problem records and automation
Accurately record, update, and resolve tickets, keeping internal and external parties informed with clear customer-impact statements and evidence-rich notes that enable clean handover
Design and implement automation scripts and small tools to reduce toil and human intervention
Act as a key escalation point for the Support Organisation; taking ownership of strategic decisions where results matter
Mentor and upskill mid-level engineers; contribute to knowledge sharing across Operations and Engineering, including training content, workshops, and PR reviews
Lead by earning trust and speaking candidly. Disagree when appropriate and challenge the status quo; commit wholly to decisions once in motion
Respond to critical incidents out of business hours and participate in on-call as required. Travel to Nscale or customer sites to provide onsite technical expertise
About You
6+ years in infrastructure, operations, or support engineering in production environments; 2–3+ years hands-on with GPU, HPC, or large-scale data centre estates, ideally in a customer-facing or escalation-driven capacity
Able to explain complex technical detail clearly, specifically, and concisely — in tickets, in incident updates, and face to face with customers and stakeholders at all levels. Strong written discipline: your notes let the next engineer pick up where you left off without starting from scratch
GPU platforms (NVIDIA; AMD Instinct beneficial). Practical, current experience with GPU drivers, firmware, and runtime stacks on AI training and inference clusters. Confident with nvidia-smi, DCGM, and XID/error interpretation; able to isolate faults across GPU, baseboard, NIC, and PCIe layers and drive them through diagnosis to RMA
High-performance east-west fabrics. Hands-on experience with RDMA fabrics such as InfiniBand and/or RoCE including link-layer diagnostics (mlxlink, ibdiagnet, or equivalent), transceiver and cabling fault isolation, and understanding of rail-optimised topologies, NVLink/NVSwitch, and NCCL-based performance troubleshooting on multi-node clusters
HPC scheduling. Slurm operations for large multi-GPU jobs — containers via Pyxis/Enroot, MPI, and diagnosing queue, topology, and job failures
Linux systems engineering at scale. Strong command of modern Linux distributions, kernel modules, systemd, networking stack, and filesystem tooling. Proven troubleshooting across compute, storage, and network layers in production
Server hardware and control planes. Comfortable with BMC/Redfish, firmware management, and bare-metal provisioning workflows (MAAS or similar) across large node fleets
Networking fundamentals. Solid grasp of L2/L3, routing, BGP, VLANs, VXLAN, firewalls, and load balancing, with a clear understanding of how east-west cluster traffic differs from north-south
Observability and incident response. Build and use alerting stacks and dashboards (Prometheus/Grafana or similar), interpret metrics and alerts, drive runbooks to resolution, and contribute to SLOs and post-incident reviews
Change and risk judgment. Experience authoring and executing changes in business-critical environments, including risk assessments, customer-impact analysis, and backout plans
SRE-style operations. Write and maintain runbooks, automate diagnostics, and reduce human intervention through scripts and small tools
Automation and Git. Scripting skills in Bash, Python, or equivalent for operational tooling and integrations; experience with infrastructure automation tools (Ansible, Terraform, or similar)
Data Centre fundamentals. Understanding of how data centres operate — servers, networks, storage, power, and cooling ideally gained through an operational support background
Disciplined, organised, and self-motivated, with the ability to mentor and motivate other engineers, take decisive action, and drive the team and wider organisation to improve
Able to adapt to customer-driven demands, including specialist support outside core hours and travel for onsite work
Nice to Have
High-performance storage. Hands-on experience with VAST or comparable AI-optimised storage platforms, or Ceph/parallel filesystems and NFS at scale (multipath, remoteports, nconnect), including diagnosing storage–network interaction and data-path performance issues
OpenStack and fleet operations tooling. OpenStack operations experience (Neutron, Cinder, error triage), plus familiarity with fleet-scale tooling for provisioning, health, and remediation across large GPU estates (MAAS, NetBox, Redfish-driven automation, or similar)
Operating and troubleshooting clusters, including GPU operator stacks and understanding how physical resources are abstracted up the stack. Helpful context for our platform, though not the core of this role
Automation at scale. Automated network configuration with safe, repeatable changes in business-critical environments; GitOps and CI/CD pipelines (GitHub Actions or similar); access and security tooling such as Teleport or Vault in production
Relevant GPU/HPC, Data Centre architecture, Linux, networking, Kubernetes, cloud, or security certifications (e.g. RHCSA/RHCE, CKA, NVIDIA-certified) are a plus
In All We Do, Our Core Values Guide Us
Relentless Innovation
At Nscale, we constantly push the boundaries of innovation, embracing creative risks to shape the future. Our aim is to deliver products that not only meet but exceed today’s expectations, setting new standards for tomorrow.
Ownership and Accountability
Every Nscaler is fully accountable for their work, driving it with excellence and urgency. We set high standards, ensuring that our contributions are not just good but exceptional.
Openness and Transparency
We believe trust and transparency are key to our success. We maintain open communication within our teams and with stakeholders, sharing both successes and challenges. Our open-source approach allows customers to explore our technology, building trust and ensuring our solutions are both innovative, secure, and reliable.
Customer-Centric Focus
Our customers are central to our mission, and we are committed to delivering impactful solutions that drive real-world success. We focus on deeply understanding their needs and challenges, striving to exceed expectations in both product quality and service.
Sustainability
We are dedicated to considering the long-term environmental and societal impacts of our technologies. By integrating sustainability into our operations and product development, we ensure that our innovations are both effective and responsible, contributing positively to the world around us.
Full-Speed Collaboration
Collaboration at Nscale is fast, efficient, and respectful. We work together seamlessly, with clear communication and mutual respect, ensuring our shared goals are met with high standards and impactful outcomes.
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.
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