L3 Hardware Support Lead

Nebius

2d • Remote

About The Position

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 Lead Hardware Support Engineer to build and lead a production-grade L3 hardware support and escalation function for large-scale, GPU-dense datacenter infrastructure. This role owns high-severity incident response, complex hardware and firmware investigations, and enterprise customer escalations under contractual SLAs.
You will establish processes from scratch, lead incident command during critical outages, and build a team capable of operating across distributed, multi-region environments. The role combines hands-on technical depth with operational leadership and people management. You will be accountable for fleet stability, escalation efficiency, root cause clarity, and continuous improvement across server hardware platforms.

Requirements

• Experience building or leading an L3 and escalation support function for datacenter server infrastructure in distributed, multi-region environments
• Experience supporting enterprise bare metal customers under contractual SLAs
• Strong incident management leadership experience, including serving as Incident Commander
• Proven ability to build and formalize incident response, problem management, and cross-team escalation processes from scratch
• People management experience, including hiring, coaching, and performance management
• Strong English communication skills, written and verbal

Nice To Haves

• Deep troubleshooting capability across Linux, server hardware, and firmware (BIOS/BMC), with ability to guide investigations at a systems engineer level
• Strong familiarity with GPU server platforms and common diagnostics (for example: nvidia-smi, dcgmi, Linux log correlation)
• Experience driving ODM and OEM vendor escalations through support portals and direct channels
• Scripting skills (bash and basic Python) for troubleshooting and lightweight analytics
• Exposure to OCP-based hardware platforms

Responsibilities

• Building and leading the L3 and escalation support function for datacenter server infrastructure across multiple regions
• Acting as Incident Commander for high-severity production incidents, driving structured mitigation and communication
• Owning incident response, problem management, and cross-team escalation workflows end-to-end
• Supporting enterprise bare metal customers under contractual SLAs, including executive-level stakeholder communication
• Driving root cause analysis for hardware, firmware, and platform-level failures with clear corrective actions
• Managing vendor escalations with ODMs and OEMs through formal support channels and direct engagement
• Partnering with datacenter operations, hardware engineering, and infrastructure teams to improve reliability at fleet scale
• Establishing KPIs, escalation standards, and operational playbooks for production hardware support
• Hiring, coaching, and scaling a high-performing support engineering team
• Ensuring continuous improvement of response times, incident quality, and customer experience

Benefits

• Health insurance
• 401(k) plan
• Paid time off
• Sick leave
• 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: Manager
• Education Level: No Education Listed