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Nebius is a European AI infrastructure company based in Amsterdam, North Holland, the Netherlands, specializing in full-stack AI solutions. The company offers large-scale GPU clust
L3 Hardware Support Lead
Location
United States
Posted
101 days ago
Salary
$220K - $285K / year
Seniority
Lead
No structured requirement data.
Job Description
L3 Hardware Support Lead
Nebius
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. - 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 Qualifications - 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 Requirements - 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 Benefits - Health insurance - 401(k) plan - Paid time off - Sick leave Compensation We offer competitive salaries, ranging from $125k–$180k base + quarterly performance bonuses. What we offer - 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
Job 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
- 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
Benefits
- Health insurance
- 401(k) plan
- Paid time off
- Sick leave
- Compensation
- We offer competitive salaries, ranging from $125k–$180k base + quarterly performance bonuses.
- What we offer
- 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
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