Company Description Nuventure Connect is a global technology services company that helps clients solve complex business problems through advanced engineering, design, and digital solutions. Certified for ISO 27001:2022, SOC 2, and GDPR compliance, the company emphasizes security, reliability, and data protection in all engagements.

Nuventure

Connect delivers next-generation offerings such as intuitively designed software, end-to-end IoT solutions, cloud infrastructure management, and managed hosting support services. Using agile methodologies, the team efficiently brings innovative ideas to life for organizations of all sizes. The company also provides industrial CAD services and holistic, scalable industrial solutions, positioning itself as a trusted long-term technology partner.

Role Description The Customer Support Engineer is a full-time, in office role based in Kochi, responsible for providing technical and customer-facing support for Nuventure Connect’s solutions and services. Day-to-day tasks include responding to customer inquiries, diagnosing issues, and performing troubleshooting for software, IoT, and infrastructure-related problems. The role involves collaborating with engineering and product teams to resolve incidents, documenting solutions, and contributing to knowledge base and support process improvements.

The Customer Support

Engineer may handle field service activities, coordinate with clients for on-site interventions when required, and ensure timely and accurate resolution of support tickets. This position requires consistent, professional communication with customers and internal stakeholders to maintain high service quality and customer satisfaction.

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

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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

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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

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Triage each issue to distinguish customer and application problems from infrastructure, hardware, network, storage or GPU problems

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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

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Perform basic Linux, networking (DNS, DHCP, VLANs, connectivity) and storage troubleshooting, including WEKA drive and status checks, within your authorized scope

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Recognize tenant-caused issues versus true infrastructure faults on shared, multi-tenant GPU infrastructure

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Gather and document evidence — logs, error messages, timelines, serial and node data — for suspected hardware faults and RMA candidates

Controlled Operations & Change

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Execute approved reboots, power cycles and re-imaging workflows through documented runbooks, with pre- and post-checks and clear communication of maintenance impact

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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

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Follow change-control and maintenance-window procedures; never freelance production changes

Escalation, Onboarding & Continuous Improvement

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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

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Support delegated customer onboarding tasks such as access validation, connectivity checks and environment readiness checks

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Document resolutions and flag recurring issues, runbook gaps and knowledge-base improvements

Qualification

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Strong written and verbal communication with technical audiences — you can explain an issue clearly to an engineer, set accurate expectations and communicate uncertainty honestly





© Nuventure Connect | All rights reserved.

Proprietary & Confidential https://nuventureconnect.com/

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Demonstrated ownership: a track record of seeing customer or user issues through to resolution rather than handing them off at the first difficulty

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Solid Linux fundamentals (Ubuntu / RHEL): CLI, SSH, processes and services, filesystems, permissions, logs and package management

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Working knowledge of core networking: TCP/IP, DNS, DHCP, VLANs, subnets and basic connectivity troubleshooting

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Comfort reading monitoring dashboards and alerts, and following structured runbooks

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Disciplined use of ticketing and ITSM tools (Jira Service Management, Zendesk, ServiceNow, Freshservice or similar)

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Ability to operate in a production infrastructure environment with defined change-control and escalation discipline

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Experience in technical support, NOC, data center, MSP or cloud / infrastructure support, or equivalent demonstrated troubleshooting ability

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Flexibility to support evening, weekend and holiday coverage as the team grows toward 24×7 operations

Preferred Skills

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Exposure to NVIDIA GPU tooling (nvidia-smi, CUDA basics) and ECC concepts, or a strong willingness to ramp quickly

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Experience with multi-tenant or shared infrastructure (public cloud, virtualization / hypervisor platforms, multi-tenant SaaS): tenant isolation, resource contention and noisy-neighbor issues

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Exposure to container and Kubernetes concepts (pods, namespaces, logs, resource constraints)

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Basic Python or Bash scripting for log parsing and diagnostics

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Exposure to storage concepts (filesystems, mounts, block / file / object) or platforms such as WEKA, VAST or Pure Storage

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Prior experience at a GPU cloud, hyperscaler, MSP or AI infrastructure provider

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Desired certifications (not required): CompTIA Linux+ or Network+, RHCSA, ITIL 4 Foundation, cloud provider certifications

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Understanding of compliance operations in SOC 2 or ISO 27001 environments

Key Skills & Expertise

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Linux: RHEL / Ubuntu

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NVIDIA GPU: nvidia-smi / ECC

© Nuventure Connect | All rights reserved.

Proprietary & Confidential https://nuventureconnect.com/

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GPU Monitoring: DCGM / GPU Health Checks

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Networking: TCP/IP · DNS · DHCP · VLANs

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Storage: Storage Fundamentals / WEKA

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Monitoring: Grafana / Prometheus

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ITSM: Jira Service Management / ITSM

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Incident Response: PagerDuty / Alert Response

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Containers: Kubernetes / Container Basics

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Scripting: Python / Bash — Light Scripting

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Infrastructure: Multi-Tenant / Shared Infrastructure

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Documentation: Runbook & KB Authoring

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Change Management: Change Control & Maintenance Windows

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Communication: Written Customer Communication

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Incident Handling: Escalation & Evidence Gathering

📌 Customer Support Engineer (Kochi)
🏢 Nuventure Connect
📍 Kochi