L2 Support Engineer

L2 Support Engineer – AI Cloud Infrastructure

Location: Nottingham, UK (initially based remotely, moving to full time in the office) 

Department: Support

Reporting to: Head of Support / Engineering Lead

Working Hours: 17:00 – 01:00 GMT (US market coverage)

NexGen Cloud is the company behind Hyperstack, a full-stack AI cloud serving tens of thousands of customers from AI researchers to enterprises running the world's most compute-intensive workloads. We deliver on-demand and private GPU infrastructure to teams who treat performance as a requirement, not a feature.

We're a tight-knit, fast-moving team working at the cutting edge of AI cloud infrastructure. We practice what we preach, equipping our people with AI at every level so we can solve harder problems, ship faster, and keep raising the bar for what enterprise GPU infrastructure looks like.

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.

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.

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 communication 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 shared team 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 the direction you want to take

We're more interested in how you think and work than in a perfect CV. You'll likely bring a combination of the following:

• 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 — able to explain technical problems to non-technical customers and write documentation that other people actually use

• 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

• 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

Head over to our NexGen Cloud careers page to view current openings and follow us on LinkedIn and X to learn more about our journey, newest releases and hear exciting news in the neocloud space.