[Hiring] Support Engineering Team Lead @Nebius

Role Description

We are looking for an L3 Support Engineering Lead to help grow a small team responsible for resolving Nebius' most complex customer issues. This is a hands-on technical role that combines deep troubleshooting with day-to-day team leadership. You will provide technical direction, help organize the team’s work, and step into complex investigations when your expertise is needed. You will not be expected to personally own every difficult ticket or manage the team from a distance.

The L3 team works closely with L2 Support, pre-sales, post-sales, customer engineering, and product teams. It brings deeper subject-matter expertise to issues that require advanced investigation or a broader understanding of the Nebius platform.

This is a remote position in North America.

• Lead and support a small, distributed team of L3 Support Engineers.
• Help plan, prioritize and distribute work based on customer impact, technical complexity, and team capacity.
• Provide technical guidance and hands-on support for complex or high-impact customer issues.
• Coach engineers, share knowledge, and help the team become increasingly independent.
• Build strong working relationships with L2 Support, pre-sales, post-sales, customer engineering, product, and engineering teams.
• Ensure escalations include the technical context, evidence, and customer information needed by the receiving team.
• Identify whether an issue belongs to the platform, a customer environment, or another technical area, and involve the appropriate specialists.
• Maintain high standards for troubleshooting, documentation, handoffs, and customer communication.
• Identify recurring issues and gaps in tooling, documentation, processes, or team knowledge, and help drive practical improvements.
• Support team planning, coverage, and forecasting as the organization grows.
• Participate in scheduled operational or duty work when specialist expertise is required. This may occasionally include work outside standard business hours.
• Contribute to hiring and onboarding additional engineers as the team expands.

Qualifications

• Strong hands-on experience troubleshooting complex production, cloud, or infrastructure-related issues.
• Experience leading technical work, mentoring engineers, or coordinating a small team or task force.
• Clear and confident communication with customers, engineers, and cross-functional stakeholders.
• Strong working knowledge of Linux environments.
• Experience with Kubernetes and container-based platforms.
• A practical understanding of infrastructure fundamentals, including networking and storage.
• Familiarity with block, file, and object storage and the ability to investigate issues across these technologies.
• Sound judgment when working through ambiguous or high-impact technical problems.
• The ability to organize work, set priorities, and keep multiple stakeholders aligned.
• Broad familiarity across the following domains and deeper expertise in at least one:
• AI and ML operations, such as model deployment, fine-tuning, inference, or performance troubleshooting.
• Workload scheduling in GPU or high-performance computing environments, including tools such as Slurm.
• Kubernetes and its supporting technology stack.
• Cloud infrastructure, networking, and storage.
• Fluent written and spoken English.

Requirements

• Experience supporting GPU cloud infrastructure or AI/ML workloads.
• Experience planning or troubleshooting model deployments.
• Familiarity with Python or Bash scripting and technical automation.
• Experience working in a technical support, SRE, production operations, or customer engineering organization.
• Experience collaborating with globally distributed teams that provide 24/7 customer coverage.

Benefits

• Health insurance: 100% company-paid medical, dental, and vision coverage for employees and families.
• 401(k) plan: Up to 4% company match with immediate vesting.
• Parental leave: 20 weeks paid for primary caregivers, 12 weeks for secondary caregivers.
• Remote work reimbursement: Up to $85/month for mobile and internet.
• Disability & life insurance: Company-paid short-term, long-term, and life insurance coverage.