Support Engineering Team Lead

This is a Fully Remote Job

About Our Client:

Nebius operates in the cloud infrastructure sector, focusing on the global AI economy. The organization addresses the complexity and cost challenges associated with building large in-house AI and machine learning infrastructure by providing a full-stack AI cloud platform. Their platform supports developers and enterprises through the entire AI lifecycle, from data and model training to production deployment. With a presence on Nasdaq and R&D hubs across Europe, North America, and Israel, the organization employs over 1,500 engineers specialized in hardware, software, and AI research and development.

About the Opportunity:

The SUPPORT ENGINEERING TEAM LEAD role involves leading a small team responsible for resolving the organization's most complex customer issues. This hands-on technical position combines deep troubleshooting expertise with team leadership, providing technical direction, organizing work priorities, and directly engaging in complex investigations. The role is critical for maintaining high-quality technical support and ensuring effective collaboration with other support and product teams.

Responsibilities:

• Lead and support a distributed team of L3 Support Engineers
• Plan, prioritize, and allocate work based on customer impact and technical complexity
• Provide technical guidance and hands-on support for complex customer issues
• Coach team members and facilitate knowledge sharing
• Collaborate with L2 Support, pre-sales, post-sales, customer engineering, product, and engineering teams
• Ensure escalations are well-documented with necessary technical and customer context
• Identify issue ownership and involve appropriate specialists
• Maintain standards for troubleshooting, documentation, handoffs, and communication
• Identify recurring issues and drive improvements in tools, documentation, and processes
• Support team planning, coverage, and growth forecasting
• Participate in scheduled operational duties requiring specialist expertise, including occasional off-hours work
• Contribute to hiring and onboarding as the team expands

Requirements:

• Strong hands-on experience troubleshooting complex production, cloud, or infrastructure issues
• Experience leading technical work or mentoring engineers
• Clear communication skills with customers and cross-functional teams
• Proficient with Linux environments
• Experience with Kubernetes and container platforms
• Practical knowledge of infrastructure fundamentals including networking and storage
• Familiarity with block, file, and object storage technologies
• Sound judgment in ambiguous or high-impact technical situations
• Ability to organize work and align multiple stakeholders
• Broad familiarity with AI/ML operations, GPU workload scheduling, Kubernetes stack, or cloud infrastructure
• Fluent in written and spoken English

Preferred:

• Experience with GPU cloud infrastructure or AI/ML workloads
• Experience with model deployment troubleshooting
• Familiarity with Python or Bash scripting and automation
• Experience in technical support, SRE, production operations, or customer engineering
• Experience working with globally distributed teams providing 24/7 coverage

Pay Range and Compensation Package:

• Base Compensation Range: $179,500—$224,300 USD
• The compensation will be determined based on experience, skills, qualifications, and geographic location.

Benefits & Perks:

• Health insurance: 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 and life insurance: Company-paid short-term, long-term, and life coverage

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.