Global Cloud Support (m/f/d)

Your responsibilities

Investigate and resolve technical issues in a timely manner, ensuring minimal disruption to client operations. Collaborate with cross-functional teams to escalate and address complex problems effectively. Monitor the health and performance of our cloud infrastructure, proactively identifying and addressing potential issues to minimize downtime and optimize performance. Collaborate with cross-functional teams, including developers, system administrators, and network engineers, to resolve complex technical issues and improve system reliability. Ensure adherence to security policies and best practices in cloud environments. Implement and maintain robust security measures to safeguard data and mitigate risks. Document and maintain knowledge base articles, tutorials, and best practices to assist customers and internal stakeholders in utilizing our cloud services effectively. Participate in on-call rotation to provide 24/7 support for critical issues and emergencies.

Your qualification

• Bachelor's degree (BS) is required.
• Minimum of 5 years of experience in a similar role, preferably in a cloud-based environment.
• Strong understanding of cloud computing concepts, architectures, and technologies (e.g., AWS, Azure, Google Cloud Platform).
• Proficiency in Linux/Unix system administration, shell scripting, and technologies such as Docker and Kubernetes.
• Excellent communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Proven track record of delivering high-quality customer service and support.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Administrator) are a plus.
• Cloud computing platforms (AWS, Azure, Google Cloud).
• Infrastructure as Code (IaC) tools (Terraform, CloudFormation) and configuration management tools (Ansible, Puppet, Chef).
• Cloud security, compliance, cloud monitoring, and performance analysis.
• Disaster recovery planning.
• Automation scripting (Python, Bash, PowerShell) and (Jenkins, GitLab CI, Azure DevOps).
• Networking, VPN configuration, and Database management (SQL, NoSQL).
• Operating systems (Linux, Windows), Project management and prioritization.
• Troubleshooting/problem-solving skills and cross-functional collaboration.
• Communicates effectively with customers, internal teams, and stakeholders through various channels, including written communication, presentations, and interpersonal interactions.
• Maintains an empathetic approach toward understanding and addressing customer needs, concerns, and goals.
• A customer-centric mindset focused on delivering value and ensuring customer satisfaction.
• Skilled in building and nurturing strong, trust-based relationships with customers.
• Possesses analytical and critical thinking skills to identify root causes of issues, develop creative solutions, and make data-driven decisions.
• Ability to anticipate potential challenges and proactively address them.
• Has a strong technical aptitude and understanding of the product or service being offered, as well as the industry and market landscape.
• Must consistently achieve results, even under challenging circumstances.
• Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Gains the confidence and trust of others through honesty, integrity, and authenticity.

Your benefits

• Flexible working hours, remote work possible (up to 60%).
• 30 days of holidays per year.
• Modern office and an inspiring working environment.
• Employee restaurant with live cooking and healthy food (subsidized).
• Public transport ticket (100% subsidized) or free parking space.
• Company sport groups and an inhouse company gym.
• Employee Assistance Program to support your health, mental and emotional well-being.
• A comprehensive company pension scheme.
• Company medical officer and vaccination offers.
• Childcare through our 'Buttje&Deern' partner.
• Bike leasing.