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 SOC 2 or ISO 27001 environments

Key Skills \& Expertise* Linux: RHEL / Ubuntu

• NVIDIA GPU: nvidia\-smi / ECC
• GPU Monitoring: DCGM / GPU Health Checks
• Networking: TCP/IP · DNS · DHCP · VLANs
• Storage: Storage Fundamentals / WEKA
• Monitoring: Grafana / Prometheus
• ITSM: Jira Service Management / ITSM
• Incident Response: PagerDuty / Alert Response
• Containers: Kubernetes / Container Basics
• Scripting: Python / Bash — Light Scripting
• Infrastructure: Multi\-Tenant / Shared Infrastructure
• Documentation: Runbook \& KB Authoring
• Change Management: Change Control \& Maintenance Windows
• Communication: Written Customer Communication
• Incident Handling: Escalation \& Evidence Gathering