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L3 Hardware Support Lead

2 hours, 16 minutes ago
United States
Full-time
Lead
Operations Manager
Customer and Technical Support
Bash Linux Python
Apply Now
Nebius

Nebius

Nebius enables B2B companies to build local hyperscaling cloud platforms with cost-effective GPUs, InfiniBand network, and 50% less compute cost. They offer managed Kubernetes and a launch-ready business model for innovative cloud solutions.

Internet Software & Services
51-250
View All Jobs 77

Description

  • Build and lead the L3 and escalation support function for datacenter server infrastructure across multiple regions.
  • Serve as Incident Commander for high-severity production incidents, coordinating mitigation and communication.
  • Own incident response, problem management, and cross-team escalation workflows end to end.
  • Support enterprise bare metal customers under contractual SLAs, including executive-level stakeholder communication.
  • Drive root cause analysis for hardware, firmware, and platform-level failures and define corrective actions.
  • Manage vendor escalations with ODMs and OEMs through formal support channels and direct engagement.
  • Partner with datacenter operations, hardware engineering, and infrastructure teams to improve reliability at fleet scale.
  • Establish KPIs, escalation standards, and operational playbooks for production hardware support.
  • Hire, coach, and scale a high-performing support engineering team.
  • Continuously improve response times, incident quality, and customer experience.

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.
  • Deep troubleshooting capability across Linux, server hardware, and firmware (BIOS/BMC), with ability to guide investigations at a systems engineer level (preferred).
  • Strong familiarity with GPU server platforms and common diagnostics such as nvidia-smi, dcgmi, and Linux log correlation (preferred).
  • Experience driving ODM and OEM vendor escalations through support portals and direct channels (preferred).
  • Scripting skills in bash and basic Python for troubleshooting and lightweight analytics (preferred).
  • Exposure to OCP-based hardware platforms (preferred).
  • Remote work within the United States; full-time position.

Benefits

  • Health insurance.
  • 401(k) plan.
  • Paid time off.
  • Sick leave.
  • Competitive salary of $125k–$180k base plus quarterly performance bonuses.
  • Comprehensive benefits package.
  • Flexible working arrangements.
  • Opportunities for professional growth within Nebius.

Interested in this position?

Apply directly on the company website

Apply Now

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