Senior Support Engineer (f/m/d)
Exoscale is the leading Swiss/European cloud service provider.
With services covering the full cloud infrastructure spectrum - from fast deploying virtual machines to S3 compatible object storage - Exoscale provides a simple and scalable experience in order to let its clients focus on their core business.
Join a dynamic working environment with a cutting-edge distributed team based in Lausanne. Exoscale strives to create an environment with great working conditions and welcomes diverse applicants.
As part of its current European expansion as well as in order to provide best in class services and experience to its growing customers, Exoscale is recruiting a Senior Support Engineer to reinforce its customer support team, remotely in Europe.
Some of the challenges you will be working on:
- Investigate and troubleshoot complex technical problems
- Provide root cause analysis and high-quality technical support
- Liaise closely with internal teams to reproduce and resolve issues
- Identify trends or recurring technical issues and drive improvements across systems and processes
- Identify areas for improvement and propose solutions to make our products and services better
- Act as the highest technical escalation point within the Support team
- Mentor and coach support team members on technical skills
- Participate in customer discussions where special care, coordination and technical leadership are required
- Participate in hiring and onboarding new technical support staff
- Review and improve support playbooks, KB articles and troubleshooting documentation
- Have min. 5 years experience with Linux and CLI
- Have strong knowledge of cloud infrastructure, virtualization and hosting technologies (e.g., Linux, networking, DNS, web servers, databases, containers, APIs)
- Have good technical knowledge in building, deploying and maintaining cloud services
- Apply coding proficiency to troubleshoot issues and automate workflows
- Have experience with Problem Management and Problem-solving
- Have excellent communication and interpersonal skills
- Are Comfortable with English and German (Spanish, Italian or French is a plus)
- Are curious, autonomous and embrace learning new things everyday
- Are team players and are comfortable working in a distributed team
- Have strong sense of ownership and accountability
- Have customer-centric mindset with a calm, structured approach under pressure
- Have previous experience as a senior support engineer and technical mentor
- Flexible working hours
- Autonomous working conditions with a lot of freedom to create and challenge
- Collaborative culture, working alongside talented engineers in a supportive environment
- Team events as well as training and further education