L2 Support Engineer at Nexgencloud

L2 Support Engineer – AI Cloud Infrastructure Working Hours: 17:00 – 01:00 GMT (US market coverage) Location: Nottingham, UK (initially remote) Reporting to: Head of Support / Engineering Lead ABOUT NEXGEN CLOUD: We are a fast-growing company building next-generation GPU cloud infrastructure. NexGen Cloud is the company behind Hyperstack, a cloud platform providing on-demand and private cloud infrastructure for high-performance workloads. Hyperstack is used by teams running compute-heavy applications that need speed, reliability, and control. We’re a scale-up by design: moving fast, solving complex problems and building technology that has real-world impact. At the core of NexGen Cloud is a team of curious, driven people who care deeply about quality, ownership and collaboration. THE ROLE: This role exists because we’re scaling into the US market and need dedicated overnight coverage for North American customers running workloads on Hyperstack. You’ll be the first hire for this shift – meaning real ownership from day one, direct access to our engineering team, and a clear path to grow as the support function matures around you. You’ll work across the platform support team helping customers successfully run GPU-intensive workloads – diagnosing infrastructure issues, supporting API integrations, and working through OpenStack and Kubernetes problems. When things need deeper investigation, you’ll escalate intelligently to engineering rather than just escalate reflexively. Role positioning: This is a role for someone who likes to dig into problems rather than route them. You’re comfortable in a technical environment, confident enough to push back on vague customer descriptions, and sharp enough to know when something needs engineering eyes. The shift pattern suits someone who values focus time and the autonomy that comes with owning a function. WHAT YOU’LL BE DOING 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 ABOUT YOU: We’re more interested in how you think and work than in a perfect CV. You’ll likely bring a combination of the following: 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 Nice to Have • 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 WHAT WE OFFER • 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 Want to do a little more research before you apply? 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.