Foundry Support Desk Engineer

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’re looking for a Support Desk Engineer to be the first dedicated owner of Foundry platform support at Nscale — the go-to person for resolving technical issues, fielding user questions, and ensuring the organisation can operate on Foundry with confidence. You’ll be the first point of triage for all Foundry support requests, owning the end-to-end resolution of issues across IT-owned projects and general platform usage. You’ll diagnose problems at the Spark and pipeline level, resolve what you can directly, and bring in the right specialists — including Use Case Leads, Data Source Developers, and other technical teams — when deeper domain knowledge is required. Beyond reactive support, you’ll build the documentation, monitoring, and processes that reduce recurring issues and progressively raise the technical capability of the wider user base. This role is ideal for someone with deep Foundry and Spark knowledge, a sharp investigative mindset, and the communication skills to work effectively with both developers and non-technical users. If you’re looking for genuine ownership of a critical function — and the opportunity to shape how it grows — this is that role. What You’ll Be Doing • Serve as the first point of triage for all Foundry support requests, fielding questions, categorising 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 strong knowledge of Spark, data pipelines, and platform architecture to diagnose root causes quickly and accurately. • Where issues require deeper domain expertise, escalate effectively to the appropriate internal specialists — including Use Case Leads, Data Source Developers, and technical teams — providing clear context and reproduction steps to enable fast resolution. • Build and maintain documentation, runbooks, and FAQs that enable users to self-serve on common issues and reduce repeat queries over time. • Develop and manage monitoring and reporting systems to track support volumes, resolution times, and recurring failure patterns, using this data to drive proactive improvements. • Identify systemic issues surfaced through support requests and work with development teams to address root causes rather than symptoms. • Contribute to onboarding and training materials that increase Foundry proficiency across the user base and expand the organisation’s ability to operate the platform independently. About You We’re looking for someone who brings: • Strong understanding of both business workflows and technical structures and concepts within Foundry. • Curiosity and strong investigative and problem-solving skills. • Experience building and using reporting and monitoring systems for support services. • Strong written communication skills. • The ability to contribute to clear technical documentation and support workflows. • Confidence communicating technical issues to development teams and Palantir support teams when escalation is required. • Strong knowledge of Spark, data pipelines, and platform architecture. • The ability to work effectively with both technical and non-technical stakeholders. What We Can Offer You At Nscale, you’ll find a collaborative, supportive, and innovative environment where your contributions create real impact. We’re building something extraordinary, and we want you at the core. • Highly competitive package: Base salary + equity, with reviews every 12 months. 🚀 • Build at the forefront of AI: Join one of the fastest-growing technology companies and work alongside brilliant people solving cutting-edge infrastructure challenges. ✨ • Career progression: Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact — with our full support. • Human-first flexibility: We treat you as a human first. Our flexible workplace trusts Nscalers to deliver while giving you autonomy to shape your day around life’s moments. 🫶🏽 • Remote-first culture: Geography is no barrier to impact or connection. We build seamless virtual collaboration that empowers you wherever you work. Our Interview Process We want our interview process to give you a genuine understanding of Nscale, the team, and the challenges you’ll be working on. Further details on the interview stages will be shared with you by our Talent Acquisition team during the process. Equal Opportunities At Nscale, we’re committed to fostering an inclusive, diverse, and equitable workplace. 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 throughout the application or interview process, 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 successful candidate 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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