Support Engineering Team Lead

NebiusCloud infrastructure

Location: United States; This is a remote position in North America.Full-TimeLead

Salary179,500 - 224,300 USD per year

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Job Details

Bring strong hands-on experience troubleshooting complex production, cloud, or infrastructure-related issues.
Have experience leading technical work, mentoring engineers, or coordinating a small team or task force.
Communicate clearly and confidently with customers, engineers, and cross-functional stakeholders.
Have strong working knowledge of Linux environments.
Have experience with Kubernetes and container-based platforms.
Understand infrastructure fundamentals, including networking and storage.
Be familiar with block, file, and object storage and be able to investigate issues across these technologies.
Use sound judgment to work through ambiguous or high-impact technical problems.
Be able to organize work, set priorities, and keep multiple stakeholders aligned.
Have broad familiarity across the listed technical domains and deeper expertise in at least one: AI and ML operations; GPU or high-performance computing workload scheduling, including Slurm; Kubernetes and its supporting technology stack; or cloud infrastructure, networking, and storage.
Be fluent in written and spoken English.

Lead and support a small, distributed team of L3 Support Engineers.
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 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 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, forecasting, hiring, onboarding, and scheduled operational or duty work as the organization grows.

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