Support Engineering Team Lead

Description

The company runs a full-stack AI cloud platform that takes developers and enterprises from data and model training through to production, so they do not have to build large in-house AI and ML infrastructure.

The engineering work spans large-scale GPU orchestration, inference optimization, compute, storage, networking and applied AI.

The company is publicly listed on Nasdaq, headquartered in Amsterdam, and has R&D hubs in Europe, the UK, North America and Israel. It employs over 1,500 people, including hundreds of engineers across hardware, software and AI research.

Responsibilities

• Lead and support a small, distributed team of L3 Support Engineers who resolve the most complex customer issues.
• Plan, prioritize and assign work based on customer impact, technical complexity and team capacity.
• Give technical direction and get hands-on with complex or high-impact customer cases.
• Coach engineers and share knowledge so the team can work more independently.
• Build strong working relationships with L2 Support, pre-sales, post-sales, customer engineering, product and engineering teams.
• Make sure escalations carry the technical context, evidence and customer details the receiving team needs.
• Decide whether an issue sits with the platform, a customer environment or another technical area, and bring in the right specialists.
• Set and uphold high standards for troubleshooting, documentation, handoffs and customer communication.
• Spot recurring problems and gaps in tooling, documentation, processes or team knowledge, and drive practical fixes.
• Help with team planning, coverage and forecasting as the organization grows.
• Take part in scheduled operational or duty rotas when specialist skills are needed, which may occasionally fall outside standard business hours.
• Help interview and onboard new engineers as the team grows.
• The role is hands-on technical work combined with day-to-day leadership. You will not be expected to own every difficult ticket or lead from a distance.

Requirements

• Strong hands-on experience troubleshooting complex production, cloud or infrastructure issues.
• Experience leading technical work, mentoring engineers or coordinating a small team or task force.
• Clear, confident communication with customers, engineers and cross-functional stakeholders.
• Strong working knowledge of Linux.
• Experience with Kubernetes and container-based platforms.
• A practical grasp of infrastructure fundamentals, including networking and storage.
• Familiarity with block, file and object storage, and the ability to investigate problems across all three.
• Sound judgment on ambiguous or high-impact technical problems.
• The ability to organize your work, set priorities and keep several stakeholders aligned.
• Fluent written and spoken English.
• You do not need to be an expert in everything. You should have broad familiarity with the domains below and deeper expertise in at least one: AI and ML operations (model deployment, fine-tuning, inference or performance troubleshooting); workload scheduling in GPU or HPC environments, including Slurm; Kubernetes and its supporting stack; cloud infrastructure, networking and storage.
• Bonus: experience supporting GPU cloud infrastructure or AI/ML workloads.
• Bonus: experience planning or troubleshooting model deployments.
• Bonus: familiarity with Python or Bash scripting and technical automation.
• Bonus: experience in a technical support, SRE, production operations or customer engineering organization.
• Bonus: experience working with globally distributed teams that provide 24/7 customer coverage.

Conditions

This is a remote role based in North America.

Base compensation range: $179,500 - $224,300 USD.

Final pay depends on job-related factors such as experience, skills, qualifications, hiring level and geographic location, in line with applicable law.

Benefits

• Competitive pay and benefits.
• Career growth and learning opportunities.
• Flexibility and real ownership of your work.
• A collaborative, innovative culture.
• The chance to work on impactful AI projects.
• An international environment with talented teams.
• US benefits: 100% company-paid medical, dental and vision coverage for you and your family.
• US benefits: 401(k) with a company match of up to 4%, vesting immediately.
• US benefits: 20 weeks of paid parental leave for primary caregivers and 12 weeks for secondary caregivers.
• US benefits: remote work reimbursement of up to $85 per month for mobile and internet.
• US benefits: company-paid short-term, long-term and life insurance.