Customer Support Engineer

The role

We are looking for a Customer 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 the United States.

Please note that this is a shift work. 

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: 

• Linux administration – expert


• Networking – advanced


• Kubernetes – advanced


• Cloud platforms (AWS, Azure, GCP) – advanced


• Python/Bash scripting – advanced


• Machine learning training, inference and pipelines – intermediate


• Data storage concepts – advanced


• Troubleshooting & problem-solving – expert

Qualifications: 

•  Education: Bachelor’s degree in Computer Science, Information Technology or a related field.


•  Experience: 7+ years in technical support, 5+ years of cloud hands-on.


•  Certifications: relevant certifications in cloud platforms (AWS, Azure, GCP), Linux administration or Kubernetes are highly desirable.

Key Employee Benefits:

• 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 & Life Insurance: Company-paid short-term, long-term, and life insurance coverage.

Compensation

We offer competitive salaries, ranging from 120k-175k base + quarterly bonuses based on your experience, skills, and location.