Sr Customer Support (Level 2) - Object Storage - US Timezone (m/w/d)

Impossible Cloud

17h

About The Position

As a Tier 2 engineer on our technical support team, 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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

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