L3 Hardware Support Lead
Location
United States
Posted
13 days ago
Salary
$220K - $285K / year
No structured requirement data.
Job Description
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
Job Requirements
- 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
- 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
Related Guides
Related Categories
Related Job Pages
More Hardware Engineer Jobs
Systems, Hardware Engineer
Ishpi Information Technologies, Inc. (DBA ISHPI)Fortifying National Preparedness, Agility, Strength and Advantage in the Cyber Domain
Systems/Hardware Engineer supporting Command and Control for U.S. Coast Guard.
Application close date: Applications will be accepted on an ongoing basis until the requisition is closed. At Blue Origin, we envision millions of people living and working in space for the benefit of Earth. We’re working to develop reusable, safe, and low-cost space vehicles and...
The role involves managing hardware support issues, conducting root cause analysis, collaborating with various HPE teams, and providing excellent customer service. It requires travel, on-call duties, and strong technical expertise in engineering and hardware support.
Oversee packaging operations, manage project timelines and budget across hardware products, ensure quality and sustainability, drive supplier and regional collaboration.
