You prioritize, analyze, and troubleshoot issues that arise in customer environments within defined response and resolution times as part of the incident management process
You coordinate changes and play an active role in improving the support function and optimizing the user experience
You are responsible for the documentation of systems and configurations
You take over on-call shifts to ensure the best possible customer support
You support customers with further questions regarding the operation and configuration of our software (including our on-premises customers)
You work closely with our product development and infrastructure teams to ensure smooth operations and continuously improve IT operations processes (e.g., monitoring, backup and recovery)
You are responsible for managing, monitoring and optimizing our SaaS environments on staging and production clusters

You have a degree or specialized training in computer science or an equivalent field
Ideally, you have basic IT skills in Linux, networking and an understanding of REST API interfaces
Ideally, you are familiar with Kubernetes environments and can navigate them
Experience working with YAML files is desirable
Experience with dashboard and analysis tools such as Grafana is desirable
Experience in log analysis with observability platforms such as OpenSearch, Kibana or similar is desirable
You are not afraid to familiarize yourself with new technologies
You are able to quickly adapt to new situations and find pragmatic solutions
You find it easy to communicate complex contexts to customers in a clear and understandable way
You always maintain a positive and empathetic attitude when dealing with customers
Fluent German is a plus; a very good command of English is mandatory.

Flexible working arrangements (remote, office, or hybrid)
Modern office in the heart of Hanover for hybrid work
Up to 180 days (6 months) of remote work from abroad
Competitive compensation with benefits, including 30 days (6 weeks) of paid vacation
Modern hardware and software solutions
Corporate Benefits: access to exclusive employee discounts and special offers from a wide range of partner companies.

Support Operations Engineer

Key skills