Support / Professional Services Engineer (PowerDNS) (m/f/d)

Open-Xchange • Palo Alto, CA

16h • Remote

About The Position

As a Professional Services / Support Engineer for PowerDNS, you'll play a critical role in bridging the gap between our technical solutions and customer success. You'll be responsible for the full lifecycle of customer engagement, from design to delivery to troubleshooting and incident resolution. PowerDNS, part of the Open-Xchange (OX) company, helps telcos, enterprises, and internet infrastructure providers run critical DNS services that power the global internet. Our software is used by organizations around the world to deliver reliable, scalable, and secure DNS platforms.

Requirements

• Deep understanding of DNS functions and deployments across a variety of environments.
• Experience with commonly used technologies in the ecosystem such as Ansible, Helm, Linux, Kubernetes, AWS, GCP, and similar tools.
• Strong verbal and written communication skills, with Spanish fluency strongly preferred and English fluency required.
• Proactive mindset to identify issues early and drive thoughtful, effective solutions.
• Collaborative team-oriented approach with enthusiasm for sharing knowledge, learning from others, and creating documentation.
• Comfortable working in a remote-first environment with multicultural teams across different time zones.

Nice To Haves

• Knowledge of the function and use of PowerDNS products and/or related software.

Responsibilities

• Provide expert guidance through network design, implementation, deployment, monitoring, and migration services and training, covering both single-site and multi-site configurations.
• Solve complex challenges by handling troubleshooting, incident management, and resolution of open PowerDNS customer support tickets.
• Facilitate solutions through effective communication with customers and other stakeholders to enable workarounds when necessary and ensure smooth operations.
• Collaborate across teams in close cooperation with members of the PowerDNS Americas cell and colleagues from other PowerDNS cells to continuously improve our products, services, and working environment.
• Build relationships as a technical resource for both internal teams and customers during projects, fostering strong, long-term partnerships.
• Drive product evolution through communication with customers and PowerDNS product managers to share feedback and feature requests that help shape the future of our software.

Benefits

• The flexibility to work 100% remotely ensures a work environment that suits you best.
• Flexible working hours that allow you to successfully combine your home and family responsibilities with work, while aligning with US-compatible working hours and ensuring availability to pick up support tickets within our SLA.
• Getting together in-person for workshops and fun team events in the US and Europe.
• Time off to volunteer
• Mental health support when you need it.
• Subsidy for ergonomic chairs and desks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed