NexGen Cloud - L2 Support Engineer
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Requirements
• Exposure to GPU infrastructure or NVIDIA environments – even hobbyist-level curiosity about AI workloads counts • Basic scripting in Bash or Python – enough to automate a repetitive task or parse a log file • Experience with monitoring tools such as Prometheus or Elasticsearch, or familiarity with platforms like Postman, NetBox or Nova hypervisor
Responsibilities
• Rather than a long checklist, here’s what success in this role looks like: • Own first-line technical support for US-based customers – triaging, investigating and resolving platform issues across Hyperstack’s GPU cloud infrastructure before the EU team comes online • Diagnose and resolve OpenStack and Kubernetes issues – working through logs, CLI output and system behaviour to find root causes, and escalating to engineering with clear context when needed • Support customers integrating with the Hyperstack REST API – helping them understand how it works, debug failed calls and get their workloads running without unnecessary back-and-forth • Manage and prioritise your ticket queue with clear heads-up to stakeholders – keeping SLAs tight, documentation current and nothing falling through the cracks on your shift • Build and maintain internal knowledge base articles and runbooks – turning recurring issues into documented solutions that reduce resolution time and strengthen the team’s shared knowledge • Stay sharp on GPU infrastructure and AI workload trends – the platform is evolving fast and you’ll be expected to grow with it, with a genuine path into platform engineering if that’s where you want to go • We’re more interested in how you think and work than in a perfect CV. You’ll likely bring a combination of the following: • how you think and work • Essential • 2–3 years in a technical support or infrastructure role – you’ve handled real customer issues in a cloud or SaaS environment, not just followed scripts • Solid Linux fundamentals – comfortable in the CLI, reading logs, interpreting command output and working through system-level issues without hand-holding • Working knowledge of REST APIs – you understand request/response structure, can test endpoints and help customers debug integration issues without needing a developer beside you • Basic familiarity with OpenStack and/or Kubernetes – you don’t need to be an expert, but you should know your way around and be able to learn fast • Clear, direct communication – you can explain a technical problem to a non-technical customer without talking down to them, and write documentation that other people actually use
Benefits
• Competitive salary and annual discretionary bonus scheme • Employee wellbeing benefits • 25 days of holiday, plus public holidays • Flexible working arrangements (remote or hybrid, depending on role and location) • Real ownership and autonomy, with the trust to take initiative and experiment • The opportunity to make a visible, meaningful impact as we scale • Clear career progression and growth opportunities in a fast-growing company • A collaborative, international culture built on trust, transparency, and ownership • The chance to help shape NexGen Cloud’s team, culture, and future alongside ambitious, mission-driven colleagues • Head over to our NexGen Cloud careers page to view current opening and follow us on LinkedIn and X to learn more about our journey, newest releases and hear exciting news in the neocloud space.
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