Support Engineering Team Lead

The role

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. 

Your responsibilities will include:

• 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. 
• Make sure 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. 

We expect you to have:

• 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. 
• You do not need to be an expert in every technical area. We are looking for someone with 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. 

It will be an added bonus if you have: 

•  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. 

Key employee benefits in the US:

• 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.