L3 Support Engineer (SOPs and Runbooks)

3 нед. назад

НидерландыSenior

linuxfirmwarebiosbmcgpu

L3 Support Engineer responsible for managing documentation standards and creating SOPs and runbooks for datacenter hardware and deep Linux diagnostics.

О компании

is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure.
Built by engineers, for engineers. From large-scale GPU orchestration to inference optimization, we own the hard problems across compute, storage, networking and applied AI.
Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America and Israel. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D.

Обязанности

Our L3 Support Line is the datacenter center of expertise for servers, GPU platforms, firmware (BIOS and BMC) and deep Linux diagnostics across Europe and the US, and it is growing.
This position owns the L3 knowledge system: the documentation standard, the SOP and runbook library, the error catalog and the review cycle that keeps them true. You are an engineer who writes, not a writer who has learned some engineering. You sit in on L3 investigations, capture what was found and turn it into procedures L1 and L2 technicians can follow safely. You do not carry the ticket queue; your week is documentation. Our principle: a problem is not solved until the runbook or SOP is updated.
* L1 and L2 resolve more issues safely without escalation.
* Recurring incidents produce measurable improvements to the knowledge base.
* New platforms enter production with complete documentation.
* Operational knowledge no longer depends on one engineer or an undocumented conversation.

Будет плюсом

* Familiarity with GPU server platforms and tooling (for example: nvidia-smi, dcgmi, Linux log correlation).
* Experience with ipmitool and Redfish workflows and firmware lifecycle.
* Scripting skills (bash and basic Python) for log collection.
* Experience with documentation-as-code or Git-based workflows.
* Exposure to OCP-based platforms and ODM ecosystems.

Условия

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

Другое

* Own the documentation standard used by all L3 teams: 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.
* 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.
Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI