Support Engineering Team Lead

Nebius

10d • $179,500 - $224,300 • Remote

About The Position

Nebius is seeking an L3 Support Engineering Lead to grow and guide a small team responsible for resolving its most complex customer issues. This hands-on technical role combines advanced troubleshooting with day-to-day team leadership. The lead provides technical direction, helps organize the team’s work, and participates in complex investigations when needed, without personally owning every difficult ticket or managing 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 requiring advanced investigation or a broader understanding of the Nebius platform. This is a remote position in North America.

Requirements

• 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.
• Practical understanding of infrastructure fundamentals, including networking and storage.
• Familiarity with block, file, and object storage, and ability to investigate issues across these technologies.
• Sound judgment when working through ambiguous or high-impact technical problems.
• Ability to organize work, set priorities, and keep multiple stakeholders aligned.
• Broad familiarity with AI and ML operations, GPU or high-performance-computing workload scheduling, Kubernetes and its supporting technology stack, or cloud infrastructure, networking, and storage, with deeper expertise in at least one domain.
• Fluent written and spoken English.
• Applicants must be authorized to work in the country in which they apply and provide proof of employment eligibility as a condition of hire.

Nice To Haves

• 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 in a technical support, SRE, production operations, or customer engineering organization.
• Experience collaborating with globally distributed teams providing 24/7 customer coverage.

Responsibilities

• Lead and support a small, distributed team of L3 Support Engineers.
• Plan, prioritize, and distribute work according to 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 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.
• Determine whether issues belong to the platform, a customer environment, or another technical area, and involve 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, occasionally outside standard business hours.
• Contribute to hiring and onboarding additional engineers as the team expands.

Benefits

• 100% company-paid medical, dental, and vision coverage for employees and families.
• 401(k) plan with up to 4% company match and immediate vesting.
• Paid parental leave: 20 weeks for primary caregivers and 12 weeks for secondary caregivers.
• Remote work reimbursement of up to $85 per month for mobile and internet.
• Company-paid short-term disability, long-term disability, and life insurance.
• Competitive compensation.
• Career growth and learning opportunities.
• Flexibility and ownership.
• Collaborative and innovative culture.
• Opportunity to work on impactful AI projects.
• International environment and talented teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed