Customer Support (Level 2) - Object Storage

• 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., 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Do you have experience in VMware?, * 3+ years in technical support, sysadmin, or DevOps troubleshooting, working with one of the major cloud solutions (AWS, GCP, Azure) and services.

• Expertise in networking (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and debugging tools (curl).
• Comfortable with Linux CLI/SDK.
• Proficient in log/metric analysis (e.g., Grafana, Loki).
• Understanding of S3 Object storage & backup basics (backup/restore, retention, repositories, immutability (WORM/Object Lock) and common troubleshooting.
• Scripting experience (Python/Bash) for troubleshooting/log parsing and familiarity leveraging on AI tools.
• Excellent, structured English communication.
• Solutions-oriented, analytical, and strong team player attitude., * Hands-on familiarity with backup tools (e.g., Veeam) and/or S3 clients (S3 Browser, rclone, aws cli).
• Understanding of Kubernetes concepts (service, ingress, pod logs).
• Understanding of Virtual Machines (VMware/Hyper-V).
• German language proficiency (professional level).

• 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.

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.