Support Engineer

ABOUT NEXGEN CLOUD

NexGen Cloud is a fast-growing GPU cloud and AI infrastructure business. We’re the company behind Hyperstack — a self-serve, on-demand cloud platform built for high-performance AI, HPC, and compute-heavy workloads. Powered by 100% renewable energy and NVIDIA architecture, Hyperstack gives teams from AI startups to enterprise the compute they need, without the cost or complexity of legacy cloud.

We move fast, solve hard problems, and build things that matter. If you want ownership, real impact, and a front-row seat to one of the most consequential infrastructure shifts of the decade — this is the place.

THE ROLE: L2 SUPPORT ENGINEER

As more customers run AI and HPC workloads on Hyperstack, the issues reaching our support team are getting deeper and more technical. We’re adding an L2 Support Engineer to our Customer Experience team in Nottingham to take on the problems that need real investigation, and to help build the runbooks and knowledge base the team is putting in place now. The role is moving steadily towards junior infrastructure work, with OpenStack and Kubernetes training provided.

This is a role for someone who stays calm when a customer isn’t, digs into a problem without needing a fully mapped-out playbook, and sees a ticket through to resolution without being chased.

WHAT YOU’LL BE DOING

Rather than a checklist, here’s what success in this role actually looks like:

• Own L2 tickets across email, chat and phone from first response to resolution, keeping customers updated at every stage and meeting the team’s response and resolution targets.
• Collaborate closely with your Team Lead, the wider Support team and Engineering, handing over open issues cleanly and escalating defects with the logs, reproduction steps and customer impact needed to start a fix straight away.
• Diagnose customer issues using REST API calls, application and system logs, and Linux and Windows tooling, including virtual machine, networking and storage problems on OpenStack and basic Kubernetes deployments.
• Spot patterns across tickets that point to a wider platform incident, and raise them quickly.
• Write and maintain troubleshooting guides and customer-facing knowledge base articles, and help build the team’s SOPs and failure-scenario runbooks.
• Handle frustrated or escalated customers with replies that settle the situation rather than inflame it.
• Build your OpenStack, Kubernetes and Hyperstack knowledge through the training provided, take on more infrastructure-focused work as you grow, and feed back recurring issues to improve the product and the support process.

ABOUT YOU

We care more about how you think and work than a perfect CV. You’ll likely bring a combination of the following:

Essential:

• Experience in an application support, technical support or service desk role supporting external customers.
• Clear, calm and professional written and spoken communication, including with unhappy customers.
• Working familiarity with Linux and Windows, and confidence reading logs to diagnose problems.
• Comfort working with REST APIs: making calls and interpreting responses and error codes.
• The ability to learn a new product quickly and work through problems that don’t come with a ready-made answer.
• Full right to work in the UK (we’re unable to offer visa sponsorship for this role), and based within commuting distance of our Nottingham office, as this role is fully office-based.

Nice to Have:

• Application support experience at a SaaS, cloud, hosting or software company, ideally supporting more than one product or platform.
• Exposure to OpenStack, Kubernetes, containers or cloud infrastructure — self-study and home lab work count.
• An interest in AI and GPU infrastructure.

WHAT WE OFFER

• Competitive salary and annual discretionary bonus scheme
• Employee wellbeing benefits
• 25 days holiday, plus public holidays
• Private Medical Insurance
• Enhanced Pension Scheme
• Structured training in OpenStack and Kubernetes, with a clear path towards infrastructure work
• Real ownership and autonomy — the trust to take initiative and experiment
• Visible, meaningful impact as we scale
• Clear career progression in a high-growth company
• A collaborative, international culture built on trust, transparency, and ownership
• The chance to help shape NexGen Cloud’s team, culture, and future

WHY APPLY

We welcome applications from all backgrounds. If you enjoy solving complex infrastructure problems and want to build something meaningful at scale, we’d like to hear from you.

MORE INFORMATION

Visit our careers page to learn more about us or follow us on LinkedIn and X to learn more about our journey and keep up with our latest news and releases.