Sr Customer Support (Level 2) - Object Storage - US Timezone at Impossiblecloud

BUILD THE NEXT GENERATION OF THE INTERNET Impossible Cloud is a B2B cloud platform with a focus on becoming the #1 cloud platform in Europe and beyond. It was founded by serial entrepreneurs who have previously built a billion-euro tech company. Currently, our offering includes cloud object storage similar to AWS S3, and our market success is already being proven by highly promising growth based on our channel-based GTM strategy. While we build a comprehensive suite of cloud products, we are redefining the cloud sector by bridging the gap between decentralized infrastructure (DePIN) and mainstream B2B cloud use cases. Become part of something bigger: We’re committed to reinventing the internet and pushing technological innovation and business determination to the next level.  Find out more about us here. ***Applicants must hold EU citizenship or a valid permanent residence permit or EU Blue Card authorizing employment in Germany*** YOUR IMPACT As a Tier 2 engineer on our technical support team, supporting Customers in the US time zone (East Time Zone, Central Time Zone, Pacific Time Zone) you will focus on hands-on troubleshooting for the Impossible Cloud S3-compatible object storage platform. This role involves direct interaction with customers, primarily via email and occasionally by phone, to reproduce issues, analyze logs and metrics, and drive resolutions in coordination with the Engineering and Infrastructure teams when necessary. A significant part of the role will be troubleshooting integrations with various common backup tools and S3 client applications. WHAT YOU WILL DO • Communicate with customers through various channels (phone, chat, meetings, support cases) to understand their needs, build trust, and exceed expectations. Efficiently handle escalations: minimal repro, timestamps, request IDs, clear impact summary, proposed next steps. • Investigate and resolve Tier 2 support tasks, including issues related to S3 API errors, access, performance/latency, SDK/client behavior, and network performance. • Work directly with customer technical staff, managing competing priorities with a sense of urgency. • Collaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation). • Contribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools. • Participate in on-call rotations with short response times to manage critical incidents. WHAT YOU BRING • 5+ years in technical support, sysadmin, or DevOps troubleshooting, working with one of the major cloud solutions (AWS, GCP, Azure) and services. • Solid expertise in networking (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and debugging tools (curl). • Hands-on familiarity with backup tools (e.g., Veeam) and/or S3 clients (S3 Browser, rclone, aws cli). • Strong Linux CLI/SDK skills. • Solid scripting experience (Python/Bash) for troubleshooting/log parsing. • Proficiency in log/metric analysis (e.g., Grafana, Loki). • Solid understanding of S3 Object storage & backup basics (backup/restore, retention, repositories, immutability (WORM/Object Lock), Virtual Machines (VMware/Hyper-V) and advanced troubleshooting. • Solid understanding of Kubernetes concepts (service, ingress, pod logs). • Excellent, structured English communication. • Solutions-oriented, analytical, and strong team player attitude. WHAT MAKES YOU SPECIAL You’re driven by impact. You’re motivated by building something truly disruptive and aren’t afraid to roll up your sleeves. You combine strategic thinking with hands-on execution, and you thrive when dealing with complex challenges. You believe in teamwork and accountability. You don’t settle. You’re here to find solutions and challenge your knowledge and the traditional way of "doing things". Ready to lead the change and shape the future of cloud with us? Apply now and make the impossible possible with us. WHAT WE OFFER • Competitive salary coupled with direct engagement in your success through an enticing ESOP. • Ideal company stage with established revenues and a growing market, strong funding and a scaling team. • Collaboration with experienced, passionate, and supportive colleagues, leveraging cutting-edge technology. • Fantastic office situated in a trendy location with access to complimentary healthy brain food and a subsidized premium gym membership.  • Monthly collaborative meet-up weeks featuring team events. OUR CULTURE We are committed to success. We embrace individuals from all backgrounds who share the goal of building a future European cloud champion.  We place great importance on in-person collaboration and open communication, and we value working together regularly at our Hamburg headquarters. If you are an innovative thinker with a passion for driving success in decentralised technology and the cloud industry, we invite you to apply. Join a workplace that values your well-being, fosters a vibrant and collaborative atmosphere, and play a key role in shaping the future of the Cloud. OUR HIRING PROCESS 1. Application Submission We encourage you to kickstart your application by submitting your comprehensive LinkedIn profile or CV along with the designated application form. 2. Kickoff Call for Selected Candidates Successful candidates will be invited to participate in a Kickoff call, where we aim to explore your qualifications, experiences, and expectations. 3. Efficient Interview Process Our commitment is to complete the hiring process in 2 to 4 additional remote and/or on-site steps, according to the specific role and its seniority level. We believe in moving swiftly to welcome exceptional talent into our dynamic workplace.