Head of Infrastructure Support

 

About Nscale

Nscale is the vertically integrated AI cloud engineered for AI. We own and operate the full stack — energy, data centres, GPU superclusters, orchestration, and AI services — delivering high-performance infrastructure to AI-native companies, enterprises, and governments across Europe and the US. We are deploying GPU capacity at hyperscale, operating some of the densest, most advanced AI infrastructure in the world.

At Nscale, our Support and Operations team plays a critical role in maintaining service availability, driving service reliability, and delivering rapid response to customer issues. We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future.

About the Role

The Head of Infrastructure Support owns Infrastructure Support for their region — the team, the function, and its impact on customers. Reporting directly to the VP of Support and operating alongside counterpart Heads of Infrastructure Support across EMEA, the US, and APAC, you are accountable for the success of regional support outcomes: service performance, escalation quality, customer experience, and the health of the GPU estates your team supports.

The regional Infrastructure Support engineers report directly to you, and you own their management end to end — hiring, 1:1s, performance reviews, development planning, and documented performance management through to outcome. Their performance, growth, and results are your responsibility.

You will grow your regional Infrastructure Support team during a period of rapid company scaling, embed a consistent operating model with your counterparts in the other regions to deliver true follow-the-sun coverage, and act as the organisational accountability layer for your region — ensuring that strategic and tactical work spanning Support and Operations lands with clear owners and gets driven to completion. As the function matures, you will own a global capability area on behalf of all regions and shape your team's structure — including developing team leads — as headcount grows.

You remain technically credible: close enough to GPU infrastructure, high-performance fabrics, and Linux operations to lead complex incident response, challenge technical decisions on their merits, and earn the respect of Senior Engineers — while spending the majority of your time leading.

Experience required:

8+ years in infrastructure, operations, or support engineering in production environments, including 4+ years of direct line management of engineers in an operational support function, with demonstrable ownership of performance management. Significant exposure to GPU, HPC, or large-scale data centre estates.

What You'll Be Doing

Regional Ownership & Accountability

• Own the success of Infrastructure Support for your region: service outcomes, customer impact, and team performance sit with you.
• Own regional service performance against defined KPIs — SLA adherence, MTTR, first-response time, backlog health, and CSAT — with accurate reporting to the VP of Support and senior leadership.
• Identify regional risks — capacity, capability, coverage, or customer — early, and either resolve them or escalate them with a clear recommendation.
• Own regional capacity modelling and headcount planning: forecast support demand against fleet growth and customer onboarding, and make the business case for investment to the VP of Support.
• Act as the regional accountability layer during rapid growth: when cross-functional work spanning Support, DC Operations, deployment, firmware, and Engineering lacks a clear owner, make sure it gets one and gets done.
• Partner with the Heads of Infrastructure Support in the other regions — across EMEA, the US, and APAC — to run a single global function: consistent standards, processes, and quality, with true follow-the-sun handover between regions.
• Own a global capability area on behalf of all regions — such as escalation management standards, the knowledge and runbook system, or the tooling and automation roadmap — working with other Heads of Infrastructure Support defining the standard every regional Support team operates to.

People Leadership & Team Building

• Own day-to-day people management for your regional Infrastructure Support team: regular 1:1s, performance reviews, development planning, and documented performance management — including underperformance — through to out