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
- Robust 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

📌 Customer Support Engineer (Kochi)
🏢 Nuventure
📍 Kochi