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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