L2 Support Engineer

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.

Position Summary:

 We are seeking a skilled L2 Support Engineer with a solid background in customer service and a deep understanding of API usage. The ideal candidate will have 2–3 years of experience in technical support roles, a strong inclination toward virtualization technologies, and an enthusiasm for the AI/ML landscape. Familiarity with GPU technology is considered a plus, but not a requirement.

Key Responsibilities:

• Customer Support/Experience: Provide timely and effective technical support through various channels (email, phone, chat), ensuring excellent communication with both internal and external stakeholders with a focus on quality of experience.

• OpenStack & Kubernetes: Support and troubleshoot basic issues related to OpenStack and Kubernetes deployments, working collaboratively with engineering teams as needed.

• REST APIs: Assist customers in understanding, integrating, and troubleshooting REST API calls and interactions as well as utilising API commands to facilitate support operations.

• Issue Diagnosis: Analyse log files, script outputs, and command-line feedback to identify and resolve technical issues across various operating systems and tools.

• Ticket Management: Handle support requests effectively, adhering to workflows and processes to ensure high quality and responsive issue resolution.

• Documentation: Develop and maintain Internal support documentation, including troubleshooting guides and Internal knowledgebases.

• Continuous Improvement: Stay updated with emerging technologies and industry trends, contributing to team knowledge sharing and foreword thinking strategies.

Required Skills:

Technical Skills:

• Understanding of REST APIs and their use in modern applications.
• Familiarity with ticketing systems and workflows (EG: hubspot)
• Intermediate Linux and windows knowledge, with the ability to navigate, troubleshoot and perform basic system operations.
• Entry-level experience with OpenStack and Kubernetes management.
• Ability to interpret logs and debug issues via command-line tools and scripts alongside other troubleshooting methods.

Soft Skills:

• Strong detail orientated communication skills tailored to diverse audiences.
• Customer-focused problem-solving and support abilities with a focus on quality of interaction/experience.
• Detail-oriented with a passion for thorough documentation.

Nice to Have:

• GPU: understanding of utilisation and troubleshooting methods for Nvidia based GPU’s
• Programming & Scripting:
  • Basic Bash scripting, Python, or Golang knowledge.
  • Familiarity with Typescript (Next.js, Tailwind frameworks).

• Tool Experience:
  • Knowledge of monitoring tools and ELK stack (Prometheus, Elasticsearch).
  • Experience with nova hypervisor, Postman, Rundeck, or Netbox.

• Industry Knowledge: 
• Exposure to virtualization technologies and their impact on hardware performance.

What We Offer:

• A  very competitive salary
• Growth Beyond Traditional Support: Move past ticket handling with exposure to optimization, enablement and cross-team collaboration, supporting future progression into engineering or platform roles.
• Experience in High-Growth Technologies: Gain hands-on experience with AI, GPUs, and cloud platforms, building future-proof skills.
• Stability & Clear Scope: A well-defined, office-based role with long-term technology investment in a changing market.

*This role will initially be remote but will transition to being fully office-based at our Nottingham location in the coming months. Working hours are 12:00 a.m. (midnight) to 8:00 a.m. GMT.

Join Our Team:

We encourage applications from candidates of all backgrounds and experiences. Our commitment to diversity and inclusion drives our success as a company and reflects our dedication to fostering a diverse and innovative workforce.

Join our team and become a part of the NexGen Cloud Team, where innovation, collaboration, and growth are at the heart of everything we do. If you are a passionate, talented, and motivated individual looking to make a difference, apply now!