Technical Writer (Infrastructure L3 Support Team)

Over deze functie

About Nebius:

Nebius 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.

The role

We are building our Infrastructure L3 Support function: the center of expertise for server hardware, GPU platforms, firmware—including BIOS and BMC—and deep Linux diagnostics across our global data center fleet. This function can only scale if its operational knowledge is accurate, accessible, and usable. We therefore treat documentation as a product with defined users, quality standards, ownership, feedback, and a managed lifecycle. That product will be yours to build and operate.

This is a role for an engineer who writes, rather than a writer who has learned some engineering. You will work alongside L3 engineers, capture technical knowledge during investigations, and translate complex findings into runbooks, SOPs, troubleshooting guides, and error documentation that L1 and L2 technicians can use safely and confidently.

Our working principle is simple: a problem is not fully solved until the learning has been captured and the relevant documentation has been created or updated.

For this position, you are welcome to work at our headquarters in Amsterdam and to support our data centers worldwide.

Your responsibilities will include:

Build and own the L3 knowledge system

• Build and maintain the L3 knowledge base for GPU server platforms, server hardware, firmware, out-of-band management, and Linux-level diagnostics.

• Create runbooks, SOPs, troubleshooting guides, error-code documentation, onboarding materials, and platform reference documentation.

• Ensure documentation is easy to find, clearly categorized, searchable, and linked to related procedures and source material.

• Prioritize documentation according to incident frequency, operational impact, risk, fleet coverage, and recurring L1/L2 escalations.

Translate engineering knowledge into operational procedures

• Work with L3 and R&D engineers during and after investigations to capture symptoms, root causes, diagnostic evidence, resolutions, and preventive actions.

• Turn deep technical investigations into clear, repeatable procedures that technicians can follow without relying on tribal knowledge or making unsupported assumptions.

• Research incomplete documentation requests using incident records, error codes, logs, engineering discussions, and existing technical materials.

• Identify missing or conflicting information and resolve it with the relevant subject-matter experts before publication.

• Ensure that significant incidents and postmortems result in updates to the relevant runbooks and troubleshooting guidance.

Write for L1, L2, and L3 audiences

• Explain complex concepts in clear, structured language appropriate to the reader’s experience level.

• Define unfamiliar terminology and provide context, glossaries, diagrams, screenshots, examples, or links where they improve understanding.

• Use layered documentation so that L1 technicians receive the instructions and safeguards they need, while experienced engineers can access deeper diagnostic detail.

• Include clear prerequisites, warnings, decision points, expected outputs, success criteria, rollback instructions, evidence-collection requirements, and escalation conditions.

• Show where commands must be executed, what successful output looks like, and what to do when the result differs from expectations.

Test and improve documentation

• Validate procedures end to end in an appropriate environment before publication.

• Ask representative L1 and L2 users to test procedures without additional coaching, observe where they hesitate or fail, and improve the content accordingly.

• Investigate recurring escalations by checking not only training and access, but also whether the existing documentation is inaccurate, difficult to find, unclear, overly complex, or incomplete.

• Use technician feedback, escalation patterns, procedure success rates, and incident data to continuously improve the knowledge base.

Establish documentation governance

• Define and maintain documentation templates, quality standards, metadata, ownership rules, approval workflows, and review requirements.

• Record platform and firmware applicability, document owner, publication date, last review date, and next review date.

• Establish risk-based review cycles and event-driven reviews following platform changes, firmware releases, incidents, or changes to operational tooling.

• Manage document status clearly, including draft, approved, under review, deprecated, and archived states.

• Archive obsolete content safely and direct readers to the current replacement.

• Maintain traceability between incidents, root-cause analyses, engineering changes, and resulting documentation updates.

Support new platform readiness

• Create complete documentation packages for new hardware platform introductions.

• Explain what each platform is, how it is deployed and managed, its common failure modes, required tools and access, diagnostic procedures, recovery paths, and escalation criteria.

• Work with engineering and operations teams to confirm that documentation is complete before a platform enters production support.

Work where the hardware lives

• Travel as needed to our data centers in EMEA, and occasionally to other locations, to observe…