Customer Support Engineer

Nebius • Austin, TX

9h • Remote

About The Position

Why work at Nebius Nebius is leading a new era in cloud computing to serve the global AI economy. We create the tools and resources our customers need to solve real-world challenges and transform industries, without massive infrastructure costs or the need to build large in-house AI/ML teams. Our employees work at the cutting edge of AI cloud infrastructure alongside some of the most experienced and innovative leaders and engineers in the field. Where we work Headquartered in Amsterdam and listed on Nasdaq, Nebius has a global footprint with R&D hubs across Europe, North America, and Israel. The team of over 800 employees includes more than 400 highly skilled engineers with deep expertise across hardware and software engineering, as well as an in-house AI R&D team. The role We are looking for a Customer Support Engineer to resolve complex technical issues escalated by Nebius clients and Technical Account Managers. This role demands advanced expertise, strong problem-solving skills and a customer-focused approach to ensure seamless operations. As a senior team member, you will lead process improvements, mentor junior staff and develop scalable support practices. You’re welcome to work remotely from the United States . Please note that this is a shift work.

Requirements

• Linux administration – expert
• Networking – advanced
• Kubernetes – advanced
• Cloud platforms (AWS, Azure, GCP) – advanced
• Python/Bash scripting – advanced
• Machine learning training, inference and pipelines – intermediate
• Data storage concepts – advanced
• Troubleshooting & problem-solving – expert
• Education: Bachelor’s degree in Computer Science, Information Technology or a related field.
• Experience: 7+ years in technical support, 5+ years of cloud hands-on.

Nice To Haves

• Certifications: relevant certifications in cloud platforms (AWS, Azure, GCP), Linux administration or Kubernetes are highly desirable.

Responsibilities

• Lead the diagnosis and resolution of advanced technical issues across Linux, networking, security, Kubernetes and cloud environments.
• Serve as a technical escalation point, providing guidance and support for complex troubleshooting scenarios.
• Investigate and resolve storage-related issues, leveraging deep expertise in data storage architectures and performance optimization.
• Apply ML knowledge to support and optimize model deployment, performance tuning and integration challenges within ML pipelines.
• Design and develop Python and Bash automation scripts to streamline workflows and improve operational efficiency.
• Deliver timely updates and detailed explanations to customers, ensuring clear communication of issue status, root cause analysis and resolutions.
• Proactively escalate unresolved problems while collaborating with cross-functional teams to minimize service disruptions and improve processes.
• Maintain and continuously enhance technical documentation, reflecting best practices.
• Provide technical leadership and mentorship to mid-level support colleagues.
• Collaborate with engineering and product teams to identify patterns, propose enhancements and contribute to the evolution of systems and services.

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.
• Competitive salary and comprehensive benefits package.
• Opportunities for professional growth within Nebius.
• Flexible working arrangements.
• A dynamic and collaborative work environment that values initiative and innovation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior