Senior Professional Services Engineer (m/f/d)

Our mission

Are you an engineer with real technical depth AND do you want to own the relationship with one of our major hosting customer?

Working through real production problems, translating operational needs into product improvements, and filling a role that matters to both sides?

This combination is rare.

At Open-Xchange (OX), we develop open-source communication and collaboration software used by public sector organizations, telcos, and hosting providers to keep data secure and under their control.

Our products cover email, collaboration, DNS security, and related services, and are used by millions of people worldwide.

Discover what OX offers you

• We work in a non-hierarchical organization that empowers everyone to take responsibility, stay focused, and contribute directly to the company’s success and customer value.
• We value expertise and continuous professional development.

Our professionals work closely with experienced colleagues, take ownership of their work, and continuously expand their skills.

• Openness and diversity are core to OX. Different perspectives, backgrounds, and ways of thinking strengthen our collaboration and help us see the bigger picture.

Your team

You'll be part of a dedicated team supporting one of our largest hosting customers, running multiple brands on OX App Suite 8.

You'll work closely with the Account Manager, Development Engineers, and Support teams, taking ownership of technical challenges while collaborating with experienced engineers across OX who support other key customers.

Your new job

• Collaborate closely with customers and internal teams, combining hands-on technical work with solving complex challenges across our platform.
• Build and maintain strong relationships with the customer's technical teams through regular communication, collaboration, and occasional on-site visits.
• Build and maintain reference labs, develop reference configurations, and contribute to the internal development of the underlying frameworks.
• Analyze and resolve technical issues across the OX App Suite 8 stack, taking ownership of escalated issues (L2/L3) through to resolution while keeping the customer informed throughout.
• Translate customer feature requests and operational requirements into clear input for internal product and development teams, and communicate internal constraints back to the customer in a practical and understandable way.
• Support the customer through upgrades, configuration changes, and new feature rollouts, while documenting solutions, workarounds, and deployment specifics for both the customer and internal teams.
• The role involves occasional travel for customer meetings (approximately 1–2 trips per quarter) and internal company meetings (approximately 1 trip per quarter).

Formal on-call duties are not part of this position.

This is the tech stack you’ll be working with

Scale 1-5 where 5 means “hands-on depth expected on day one” and 1 means “we expect nothing and train it on the job”:

• OX App Suite 8 | 1 |
• Kubernetes (Helm-based deployments) | 5 |
• Mail infrastructure: Dovecot (CE / Pro), Postfix, IMAP/SMTP) | 2 |
• Data layer: Maria DB, Redis | 3 |
• Storage: Object storage (S3-compatible), Rook Ceph | 2 |
• Identity: Keycloak, LDAP | 2 |
• Observability: Prometheus, Grafana (or comparable stack) | 3 |
• Tooling: Linux, Bash/Python, kubectl, Helm | 5 |
• Networking: Istio (operational awareness, not configuration ownership) | 2 |

Your background

• Experience in a customer-facing technical role, such as support engineering or professional services, with the confidence to handle challenging technical discussions, communicate clearly, and take ownership of issues through to resolution.
• Solid hands-on experience with Linux-based server environments.
• Working knowledge of several core technologies, such as: Mail infrastructure (IMAP/SMTP, Dovecot or equivalent), relational databases (Maria DB/My SQL), containerized deployments on Kubernetes.
• Experience with monitoring and alerting tools such as Prometheus and Grafana, with a proactive approach to identifying and resolving potential issues.
• Practical experience troubleshooting distributed systems in production, including analyzing logs, identifying root causes, and writing scripts to automate operational tasks or troubleshoot issues.
• Familiarity with Helm-based deployments and operating multi-brand or multi-tenant hosting environments.
• Strong collaboration and communication skills, with the ability to explain technical topics to different audiences, bridge the gap between customers and internal engineering teams, and contribute to documentation and knowledge sharing.
• Good written and spoken English, as well as fluency in German to support our customer relationships.

This is what you get at OX

• 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.
• Getting together in-person for workshops and fun team events.
• Time off to volunteer – and mental health support when you need it.
• We provide financial relief through corporate benefits and a subsidy for ergonomic chairs and desks.
• We can discuss further location-related benefits together in an initial talk.

Join the team

Join us in our fight for an open internet and deliver added value!