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About the Role
We are seeking a Support Desk Engineer to be the primary owner of Foundry platform support at Nscale. This role involves resolving technical issues, addressing user inquiries, and ensuring confident operation of the Foundry platform across the organization.
Responsibilities
- Serve as the first point of triage for all Foundry support requests, fielding questions, categorizing issues by complexity and impact, and taking ownership of resolution from initial contact through to close.
- Investigate and resolve Foundry issues independently wherever possible, applying deep knowledge of Spark, data pipelines, and platform architecture to diagnose root causes quickly and accurately.
- Escalate issues requiring deeper domain expertise to the right internal specialists, providing clear context and reproducing steps for fast resolution.
- Build and maintain documentation, runbooks, and FAQs to enable user self-service and reduce repeat queries.
- Develop and manage monitoring and reporting systems to track support volumes, resolution times, and recurring failure patterns, using data to drive proactive improvements.
- Identify systemic issues surfaced through support requests and collaborate with development teams to address root causes.
- Contribute to onboarding and training materials to enhance Foundry proficiency across the user base.
Requirements
- 2+ years of relevant experience working with Foundry or comparable data platforms, with an understanding of how business workflows map to technical platform structures.
- Hands-on experience troubleshooting Spark jobs, data pipelines, or data-processing issues, with the ability to investigate problems at the platform, pipeline, and data level.
- Structured, investigative problem-solving skills and the judgement to prioritise issues by complexity, urgency, and business impact.
- Exposure to support processes such as triage, escalation, resolution tracking, and recurring-issue analysis.
- Strong written communication skills, with experience creating clear documentation, runbooks, FAQs, or support workflows.
- Confidence working with both technical and non-technical users, translating ambiguous issues into clear next steps and escalating effectively to development teams or Palantir support when needed.
Skills
- Foundry
- Spark
- Data pipelines
- Platform architecture
- Triage
- Escalation
- Resolution tracking
- Recurring-issue analysis
- Documentation
- Runbooks
- FAQs
- Monitoring systems
- Reporting systems
Location
- Remote
Work Type
- Full-time
Experience Level
- 2+ years of relevant experience
Salary/Compensations
- $80,000—$100,000 USD
Benefits
- Highly competitive package (base + equity)
- Reviews every 12 months
- Dynamic progression plan
- Human-First Flexibility
- Medical
- Dental
- Vision
- Flexible paid time off
- Parental leave
- Retirement plan participation
About the Company
- Nscale is the GPU cloud engineered for AI, providing 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.
Equal Opportunity
- 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.