L3 Support Engineer (SOPs and Runbooks)
Nebius · Amsterdam, Netherlands · 1y ago
About Nebius:
Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure.
Built by engineers, for engineers. From large-scale GPU orchestration to inference optimization, we own the hard problems across compute, storage, networking and applied AI.
Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America and Israel. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D.
The role
Our L3 Support Line is the datacenter center of expertise for servers, GPU platforms, firmware (BIOS and BMC) and deep Linux diagnostics across Europe and the US, and it is growing.
This position owns the L3 knowledge system: the documentation standard, the SOP and runbook library, the error catalog and the review cycle that keeps them true. You are an engineer who writes, not a writer who has learned some engineering. You sit in on L3 investigations, capture what was found and turn it into procedures L1 and L2 technicians can follow safely. You do not carry the ticket queue; your week is documentation. Our principle: a problem is not solved until the runbook or SOP is updated.
Your responsibilities will include:
Own the L3 knowledge system (Primary Focus)
* Own the documentation standard used by all L3 teams: templates, quality bar, ownership, approval workflow and review cycles.
* Build and maintain the SOP, runbook, troubleshooting guide and error-code library for GPU platforms, server hardware, firmware, out-of-band management and Linux diagnostics.
* Prioritize by incident frequency, impact, risk and recurring L1/L2 escalations, and keep the library findable and linked.
* Run reviews after platform changes, firmware releases and incidents; manage draft, approved, deprecated and archived states.
Turn investigations into procedures
* Join L3 and RnD investigations to capture symptoms, root causes, evidence, resolutions and preventive actions.
* Write repeatable procedures with prerequisites, warnings, decision points, expected output, rollback and escalation conditions.
* Resolve missing or conflicting information with the engineers involved before publishing.
Write and test for L1, L2 and L3
* Layer the content so L1 gets exact steps and safeguards while L3 can reach the deeper diagnostic detail.
* Validate procedures end to end, have L1 and L2 technicians run them without coaching, and fix what makes them hesitate.
* When escalations recur, check whether the documentation is wrong, hidden, unclear or incomplete.
Platform readiness and hands-on
* Produce the documentation package for each new hardware platform before it enters production support.
* Travel to datacenters to observe procedures as they are really run and capture knowledge after incidents.
We expect you to have:
* Strong hands-on experience with datacenter servers and Linux troubleshooting.
* Working knowledge of server hardware, BIOS/BMC firmware and out-of-band management (IPMI, Redfish or similar).
* A record of writing runbooks, SOPs or troubleshooting guides that operations teams actually used.
* Strong working knowledge of Atlassian Confluence; this is a must.
* Clear, structured written English for readers at different technical levels.
* The judgment to separate verified fact from assumption and push back on unclear input.
* Fluent English (written and spoken) and willingness to travel.
It will be an added bonus if you have:
* Familiarity with GPU server platforms and tooling (for example: nvidia-smi, dcgmi, Linux log correlation).
* Experience with ipmitool and Redfish workflows and firmware lifecycle.
* Scripting skills (bash and basic Python) for log collection.
* Experience with documentation-as-code or Git-based workflows.
* Exposure to OCP-based platforms and ODM ecosystems.
What success looks like
* L1 and L2 resolve more issues safely without escalation.
* Recurring incidents produce measurable improvements to the knowledge base.
* New platforms enter production with complete documentation.
* Operational knowledge no longer depends on one engineer or an undocumented conversation.
Benefits & Perks:
- Competitive compensation
- Career growth and learning opportunities
- Flexibility and ownership
- Collaborative and innovative culture
- Opportunity to work on impactful AI projects
- International environment and talented teams
What's it like to work at Nebius:
Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI
Equal Opportunity Statement:
Nebius is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace and to providing equal employment opportunities in all aspects of employment. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.
Applicants must be authorized to work in the country in which they apply and will be required to provide proof of employment eligibility as a condition of hire.
If you need accommodations during the application process, please let us know.