Customer Support Engineer

Job Title

Customer Support Engineer

Experience

5+ Years

Work Mode

Remote

Location

Remote

Employment Type

Full-Time

Company Overview

Nuventure Connect is an ISO 27001:2022 and SOC 2 certified technology services company that leverages deep technology expertise to solve complex business problems and empower clients worldwide. Our commitment to state-of-the-art solutions spans the entire product value chain, delivering next-generation software, end-to-end IoT solutions, cloud infrastructure management, and managed IT support services.

About the Role

The Customer Support Engineer is a customer-facing technical role, not a help-desk position. Customer service and the quality of the customer experience sit alongside technical skill as core, non-negotiable parts of the job. You will be the first technical point of contact for customers running production workloads on the GPU infrastructure: diagnosing infrastructure issues, executing approved remediation, and owning each customer's issue from first response through resolution — even when the deeper fix comes from our NOC or Engineering teams.

You will work alongside an experienced NOC / Infrastructure Operations team that handles advanced GPU fabric, storage-platform and networking issues. You do not need to know everything on day one, but you do need to know how to triage, communicate clearly with a technical customer, and escalate well. This role suits people who care about the customer on the other end of the ticket, enjoy real infrastructure, and want a clear path into NOC and engineering roles.

Key Responsibilities

Customer Ownership & Communication

Own customer tickets end-to-end across Jira, Slack and email (or an equivalent ITSM platform): acknowledge quickly, set accurate expectations, send proactive updates, confirm resolution and close the loop

Stay customer-facing after internal escalation — the customer keeps one accountable point of contact even when the NOC or Engineering performs the deeper troubleshooting

Communicate clearly with engineers, researchers and infrastructure teams: explain technical issues plainly, be honest about uncertainty, and de-escalate frustrated customers with empathy and precision Infrastructure Troubleshooting

Triage each issue to distinguish customer and application problems from infrastructure, hardware, network, storage or GPU problems

Perform basic GPU diagnostics (nvidia-smi, ECC error review, GPU health checks) and review monitoring dashboards and alerts (Grafana / Prometheus-style tooling) as a first diagnostic step

Perform basic Linux, networking (DNS, DHCP, VLANs, connectivity) and storage troubleshooting, including WEKA drive and status checks, within your authorized scope

Recognize tenant-caused issues versus true infrastructure faults on shared, multi-tenant GPU infrastructure

Gather and document evidence — logs, error messages, timelines, serial and node data — for suspected hardware faults and RMA candidates

Controlled Operations & Change

Execute approved reboots, power cycles and re-imaging workflows through documented runbooks, with pre- and post-checks and clear communication of maintenance impact

Validate and coordinate firmware and vBIOS update requests: confirm hardware and support status, schedule the work, document the change, and hand off to NOC or Engineering when the activity exceeds your authorization

Follow change-control and maintenance-window procedures; never freelance production changes

Escalation, Onboarding & Continuous Improvement

Escalate advanced GPU fabric (NVLink / NVSwitch), InfiniBand / RoCE, deep storage-platform and multi-node issues to the NOC with a complete handoff: customer impact, affected infrastructure, timeline, symptoms, logs, tests performed, results and suspected cause

Support delegated customer onboarding tasks such as access validation, connectivity checks and environment readiness checks

Document resolutions and flag recurring issues, runbook gaps and knowledge-base improvements

Qualification

Strong written and verbal communication with technical audiences — you can explain an issue clearly to an engineer, set accurate expectations and communicate uncertainty honestly

Demonstrated ownership: a track record of seeing customer or user issues through to resolution rather than handing them off at the first difficulty

Solid Linux fundamentals (Ubuntu / RHEL): CLI, SSH, processes and services, filesystems, permissions, logs and package management

Working knowledge of core networking: TCP/IP, DNS, DHCP, VLANs, subnets and basic connectivity troubleshooting

Comfort reading monitoring dashboards and alerts, and following structured runbooks

Disciplined use of ticketing and ITSM tools (Jira Service Management, Zendesk, ServiceNow, Freshservice or similar)

Ability to operate in a production infrastructure environment with defined change-control and escalation discipline

Experience in technical support, NOC, data center, MSP or cloud / infrastructure support, or equivalent demonstrated troubleshooting ability

Flexibility to support evening, weekend and holiday coverage as the team grows toward 24×7 operations

Preferred Skills

Exposure to NVIDIA GPU tooling (nvidia-smi, CUDA basics) and ECC concepts, or a strong willingness to ramp quickly

Experience with multi-tenant or shared infrastructure (public cloud, virtualization / hypervisor platforms, multi-tenant SaaS): tenant isolation, resource contention and noisy-neighbor issues

Exposure to container and Kubernetes concepts (pods, namespaces, logs, resource constraints)

Basic Python or Bash scripting for log parsing and diagnostics

Exposure to storage concepts (filesystems, mounts, block / file / object) or platforms such as WEKA, VAST or Pure Storage

Prior experience at a GPU cloud, hyperscaler, MSP or AI infrastructure provider

Desired certifications (not required): CompTIA Linux+ or Network+, RHCSA, ITIL 4 Foundation, cloud provider certifications

Understanding of compliance operations in S