L2 Support Engineer – AI Cloud Infrastructure Location: Nottingham, UK (initially remote transitioning to office-based) Working Hours: 00:00 – 08:00 GMT About NexGen Cloud & Hyperstack 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 require speed, reliability, and control. Our platform supports organisations building and deploying AI models, enabling them to access scalable GPU infrastructure without the complexity of managing underlying hardware. We’re a scale-up by design — moving fast, solving complex technical challenges 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 L2 Support Engineer with strong technical troubleshooting capabilities and a background in customer-facing technical support. This role sits within the platform support team and focuses on helping customers successfully operate workloads on Hyperstack. You will work closely with engineering teams to diagnose issues, support infrastructure environments, and assist customers in navigating APIs and platform services. The ideal candidate will have 2–3 years of experience in technical support roles, a strong interest in virtualization technologies, and curiosity about the rapidly evolving AI and GPU infrastructure landscape. Key Responsibilities Customer Support & Technical Assistance Provide responsive technical support through multiple channels including email, chat and ticketing systems, ensuring a high-quality experience for both internal and external stakeholders. Platform Troubleshooting Assist with diagnosing and resolving issues relating to OpenStack and Kubernetes deployments, working closely with engineering teams when deeper technical escalation is required. API Support Help customers understand, integrate and troubleshoot REST API interactions while utilising API commands internally to support operational workflows. Technical Investigation Analyse logs, command-line outputs and system behaviour across multiple operating systems to identify root causes and resolve platform issues. Ticket Management Manage and prioritise incoming support requests in line with internal workflows to maintain responsive and high-quality resolution times. Documentation & Knowledge Base Develop and maintain internal troubleshooting documentation and knowledgebase articles to support operational efficiency. Continuous Improvement Stay current with evolving technologies across cloud infrastructure, AI workloads and GPU platforms while contributing to internal knowledge sharing. Required Skills Technical Skills Understanding of REST APIs and their role in modern applications Experience working with technical ticketing systems and support workflows Intermediate knowledge of Linux and Windows environments Basic familiarity with OpenStack and Kubernetes Ability to interpret logs, troubleshoot issues and analyse command-line output Soft Skills Strong communication skills when working with both technical and non-technical audiences Customer-focused problem solving and troubleshooting mindset Detail-oriented approach to documentation and knowledge sharing Collaborative working style within cross-functional teams Nice to Have Exposure to GPU infrastructure or NVIDIA GPU environments Basic scripting knowledge such as Bash, Python or Golang Familiarity with TypeScript or modern web frameworks Experience using monitoring and observability tools such as Prometheus or Elasticsearch Exposure to tools such as Postman, NetBox, Rundeck or Nova hypervisor Understanding of virtualization technologies and hardware performance optimisation What We Offer Competitive salary and benefits package Opportunity to work with cutting-edge AI infrastructure and GPU cloud technology Exposure to a rapidly evolving AI and high-performance computing ecosystem Opportunities to develop beyond traditional support roles into engineering or platform positions A stable role within a company investing heavily in long-term infrastructure technology Working Environment This role will initially be remote, transitioning to fully office-based at our Nottingham location in the coming months. Working hours for this role are 00:00 – 08:00 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 building a diverse and innovative workforce. Join NexGen Cloud and play a key role in supporting the infrastructure powering the next generation of AI.