Investigate and troubleshoot complex technical problems
Provide root cause analysis and high-quality technical support
Liaise closely with internal teams to reproduce and resolve issues
Identify trends or recurring technical issues and drive improvements across systems and processes
Identify areas for improvement and propose solutions to make our products and services better
Act as the highest technical escalation point within the Support team
Mentor and coach support team members on technical skills
Participate in customer discussions where special care, coordination and technical leadership are required
Participate in hiring and onboarding new technical support staff
Review and improve support playbooks, KB articles and troubleshooting documentation

Have min. 5 years experience with Linux and CLI
Have strong knowledge of cloud infrastructure, virtualization and hosting technologies (e.g., Linux, networking, DNS, web servers, databases, containers, APIs)
Have good technical knowledge in building, deploying and maintaining cloud services
Apply coding proficiency to troubleshoot issues and automate workflows
Have experience with Problem Management and Problem-solving
Have excellent communication and interpersonal skills
Are Comfortable with English and German (Spanish, Italian or French is a plus)
Are curious, autonomous and embrace learning new things everyday
Are team players and are comfortable working in a distributed team
Have strong sense of ownership and accountability
Have customer-centric mindset with a calm, structured approach under pressure
Have previous experience as a senior support engineer and technical mentor

Flexible working hours
Autonomous working conditions with a lot of freedom to create and challenge
Collaborative culture, working alongside talented engineers in a supportive environment
Team events as well as training and further education

Senior Support Engineer – f/m/d

Key skills