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L3 Support Engineer (SOPs and Runbooks)

Nebius· Infrastructure
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Hybrid (Amsterdam, Netherlands)€0full-timePosted 7mo ago

About the role

L3 support role focused on owning and evolving the L3 knowledge system, including SOPs, runbooks, and error catalogs for GPUs, servers, firmware, and Linux diagnostics across Europe and the US. Primary focus is documentation, investigations-to-procedures, and platform readiness with hands-on observations at datacenters.

Responsibilities

  • Own the L3 knowledge system (documentation standard, 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.
  • 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.
  • 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.
  • 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.

Qualifications

  • 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.

Skills

Required:L3 knowledge system ownershipSOPs and runbooksLinux troubleshootingServer hardware and BIOS/BMC firmwareDocumentation tooling (Confluence)Written English communicationTravel willingness

Benefits

  • 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
Last updated Oct 7, 2026. Interested? Apply on the company site.
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