Senior L2 Support Engineer

The Team

Customer Experience at Nebius AI Cloud involves tackling customers’ challenges and directly impacting their success by solving real-world AI and ML problems at massive GPU cloud scale. You’ll not only resolve issues, but play a key role in shaping clients’ business success by optimizing their AI solutions. Working with advanced GPUs such as H200, B200 and GB200, as well as modern ML frameworks, you’ll influence the development of the Nebius AI Cloud and gain experience at the intersection of infrastructure and AI. With minimal bureaucracy, you’ll have the freedom to innovate, take ownership and drive change. Opportunities for growth are abundant in this vibrant and supportive professional community.

The role

We are hiring a Senior L2 Support Engineer to resolve complex technical issues escalated by Nebius clients and Technical Account Managers. This role demands advanced expertise, strong problem-solving skills and a customer-focused approach to ensure seamless operations. As a senior team member, you will lead process improvements, mentor junior staff and develop scalable support practices.

You’re welcome to work remotely from Taiwan.

Your responsibilities will include: 

• Lead the diagnosis and resolution of advanced technical issues across Linux, networking, security, Kubernetes and cloud environments. 
• Serve as a technical escalation point, providing guidance and support for complex troubleshooting scenarios. 
• Investigate and resolve storage-related issues, leveraging deep expertise in data storage architectures and performance optimization. 
• Apply ML knowledge to support and optimize model deployment, performance tuning and integration challenges within ML pipelines. 
• Design and develop Python and Bash automation scripts to streamline workflows and improve operational efficiency.
• Deliver timely updates and detailed explanations to customers, ensuring clear communication of issue status, root cause analysis and resolutions. 
• Proactively escalate unresolved problems while collaborating with cross-functional teams to minimize service disruptions and improve processes. 
• Maintain and continuously enhance technical documentation, reflecting best practices. • Provide technical leadership and mentorship to mid-level support colleagues.
• Collaborate with engineering and product teams to identify patterns, propose enhancements, and contribute to the evolution of systems and services.

We expect you to have: 

• Bachelor's degree in Computer Science, Information Technology or a related field.
• 7+ years of experience in technical support, 5+ years of cloud hands-on. 
• Flexible availability for rotational shifts and on-call support as required.
• Expert level in Linux administration & Troubleshooting and problem-solving.
• Advanced level in Networking, Kubernetes, Cloud platforms (AWS, Azure, GCP), Python/Bash scripting and Data storage concepts.
• Intermediate level in Machine learning training, inference and pipelines.
• Proficiency in English and Mandarin is essential for effective communication with various internal and external stakeholders whose primary business language is Mandarin and English.

It will be an added bonus if you have:

• Relevant certifications in cloud platforms (AWS, Azure, GCP), Linux administration or Kubernetes.