TL;DR

L3 Function Head (AI): Leading the establishment and scaling of a global L3 Support Line for server and rack infrastructure across Europe and the US, with an accent on incident command for high-severity production events and formal problem management. Focus on driving root-cause resolution, converting recurring failures into architectural improvements, and designing enterprise-grade support frameworks for key clients.

Location: Onsite in Amsterdam, Netherlands. This role involves leading a distributed L3 team across Europe and the US.

Company

Nebius is leading a new era in cloud computing to serve the global AI economy, creating tools and resources for customers to solve real-world challenges.

What you will do

  • Act as Incident Commander for high-severity infrastructure incidents, driving structured triage and permanent root-cause fixes.
  • Identify recurring failure patterns and implement scalable solutions, leading quarterly reliability reviews.
  • Design and scale the L3 operating model, including intake, prioritization, ownership, and escalation.
  • Hire and grow a distributed L3 team across the EU and US.
  • Define enterprise-grade support processes (SLA handling, escalation paths) and act as a senior escalation interface for customer issues.

Requirements

  • Experience building or leading L3 / escalation support for datacenter server infrastructure.
  • Strong Incident Commander experience in production environments.
  • Background supporting enterprise customers under contractual SLAs.
  • Proven ability to build incident & problem management processes from scratch.
  • People leadership experience (hiring, coaching, scaling teams).
  • Strong English communication skills.

Nice to have

  • Deep Linux, hardware, and firmware troubleshooting capability.
  • GPU server platform experience (e.g., NVIDIA diagnostics).
  • Experience managing ODM/OEM escalations.
  • Bash / basic Python scripting.
  • Exposure to OCP-based platforms.

Culture & Benefits

  • Competitive salary and comprehensive benefits package.
  • Opportunities for professional growth.
  • Flexible working arrangements.
  • A dynamic and collaborative work environment that values initiative and innovation.
  • Focus on cutting-edge AI and ML challenges.