Foundry Support Desk Engineer

Serve as the first point of triage for all Foundry support requests, fielding questions, categorising issues by complexity and impact, and taking ownership of resolution from initial contact through to close.

Investigate and resolve Foundry issues independently wherever possible, applying strong knowledge of Spark, data pipelines, and platform architecture to diagnose root causes quickly and accurately.

Where issues require deeper domain expertise, escalate effectively to the appropriate internal specialists — including Use Case Leads, Data Source Developers, and technical teams — providing clear context and reproduction steps to enable fast resolution.

Build and maintain documentation, runbooks, and FAQs that enable users to self-serve on common issues and reduce repeat queries over time.

Develop and manage monitoring and reporting systems to track support volumes, resolution times, and recurring failure patterns, using this data to drive proactive improvements.

Identify systemic issues surfaced through support requests and work with development teams to address root causes rather than symptoms.

Contribute to onboarding and training materials that increase Foundry proficiency across the user base and expand the organisation’s ability to operate the platform independently.

We’re looking for someone who brings:

Strong understanding of both business workflows and technical structures and concepts within Foundry.

Curiosity and strong investigative and problem-solving skills.

Experience building and using reporting and monitoring systems for support services.

Strong written communication skills.

The ability to contribute to clear technical documentation and support workflows.

Confidence communicating technical issues to development teams and Palantir support teams when escalation is required.

Strong knowledge of Spark, data pipelines, and platform architecture.

The ability to work effectively with both technical and non-technical stakeholders.

At Nscale, you’ll find a collaborative, supportive, and innovative environment where your contributions create real impact. We’re building something extraordinary, and we want you at the core.

Highly competitive package: Base salary + equity, with reviews every 12 months. 🚀

Build at the forefront of AI: Join one of the fastest-growing technology companies and work alongside brilliant people solving cutting-edge infrastructure challenges. ✨

Career progression: Expect a dynamic progression plan tailored to your ambitions. Grow by trying new things, leading, challenging the status quo, and owning your impact — with our full support.

Human-first flexibility: We treat you as a human first. Our flexible workplace trusts Nscalers to deliver while giving you autonomy to shape your day around life’s moments. 🫶🏽

Remote-first culture: Geography is no barrier to impact or connection. We build seamless virtual collaboration that empowers you wherever you work.

We want our interview process to give you a genuine understanding of Nscale, the team, and the challenges you’ll be working on.

Further details on the interview stages will be shared with you by our Talent Acquisition team during the process.

At Nscale, we’re committed to fostering an inclusive, diverse, and equitable workplace.

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation throughout the application or interview process, please let us know.

The responsibilities outlined in this job description are not exhaustive and are intended to provide a general overview of the position. The successful candidate may be required to perform additional duties, tasks, and responsibilities as assigned by management, consistent with the skills and qualifications required for the role.

For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.