Support Engineering Team Lead

We are looking for an L3 Support Engineering Lead to help grow a small team responsible for resolving Nebius' most complex customer issues.

This is a hands-on technical role that combines deep troubleshooting with day-to-day team leadership. You will provide technical direction, help organize the team's work and step into complex investigations when your expertise is needed.

Responsibilities:

• Lead and support a small, distributed team of L3 Support Engineers.
• Help plan, prioritize and distribute work based on 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 strong working relationships with L2 Support, pre-sales, post-sales, customer engineering, product and engineering teams.
• Ensure escalations include the necessary technical context, evidence and customer information.
• Identify whether an issue belongs to the platform, a customer environment or another technical area, and involve the 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.
• Contribute to hiring and onboarding additional engineers as the team expands.

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 the 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.

Nice to have:

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

Benefits:

• 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.

Compensation: $179,500-$224,300 USD