Customer Operations Engineer 24/7 (f/m/d)

IONOS SE; Berlin; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work

Canteen benefit

Great transport access

Employee discounts

Team events

Training opportunities

Health programs

Job summary

IONOS SE in Berlin invites an experienced Cloud Operations Engineer to support Enterprise customers through incident lifecycles, from intake to restoration. You’ll join an L2/L3 team, managing multiple priorities with a customer-first mindset and strong root-cause analysis.

This role requires 24/7 shift participation, a hybrid work model, and collaboration with Development and Sales to boost platform stability.

Qualifications

• Several years of experience operating cloud infrastructure and related technologies.
• Strong root-cause analysis and troubleshooting skills.
• Experience with monitoring/alerting tools (Prometheus, Grafana, OpsGenie).
• Willingness to undergo extended security vetting (SÜ2).
• Fluency in German and English.

Responsibilities

• Act as technical advisor and ops engineer for Enterprise customers in complex environments.
• Analyze workloads, debug incidents, and deliver lasting resolutions or workarounds.
• Automate recurring tasks with scripts and tooling.
• Collaborate with Development and Sales to improve service quality.
• Work in security-sensitive environments under compliance requirements.
• Monitor cloud infrastructure and respond to anomalies.

Skills

Cloud infrastructure operation

Linux

Networking

KVM/Virtualisation

Kubernetes

Storage systems

Web APIs

Scripting (Bash, Python)

Troubleshooting

German & English fluency

Security vetting (SÜ2)

Tools

Prometheus

Grafana

OpsGenie

Job description

We are looking for experienced Cloud Operations Engineers with strong backgrounds in Linux, Windows, networking, and cloud environments to join our Customer Operations team.

You will support our Business and Enterprise customers across the full lifecycle of incident handling from initial intake and root cause analysis through to full service restoration. You bring a customer-first mindset and a strong drive to solve complex problems. While we receive requests directly from customers, we operate as an L2/L3 team. You are comfortable managing multiple tasks simultaneously and can set clear priorities even under pressure.

We operate 24/7 across three shifts. You are comfortable participating in shift rotation and being scheduled accordingly. Some of our work touches sensitive areas; you are willing to undergo an extended security vetting process (SÜ2). Our customers communicate in both German and English, and you are equally confident in both.

Tasks

• Act as both technical advisor and ops engineer for Enterprise customers in complex, multi-layered environments
• Analyse customer workloads, debug complex incidents, and deliver lasting resolutions or effective workarounds
• Automate recurring tasks and problems using scripts, tooling, and AI-assisted solutions
• Collaborate with Development and Sales teams to improve overall service quality and platform stability
• Work in security-sensitive environments under strict compliance and regulatory requirements
• Monitor cloud infrastructure proactively and respond decisively when anomalies arise

Qualifications

• Several years of experience operating cloud infrastructure, Linux, networking, virtualisation (QEMU/KVM), containers (Kubernetes), storage systems, and web APIs
• Strong customer-first mindset with a genuine drive to find solutions
• Enthusiasm for root cause analysis; log files, traces, metrics and hands‑on troubleshooting
• Solid network debugging skills across LAN, WAN, VPN, DNS, and DHCP
• Familiarity with S3 and storage concepts (file, object, block)
• Experience with monitoring and alerting tools such as Prometheus, Grafana, and OpsGenie
• Knowledge of common development and deployment tooling: Bash, Python, Ansible, Terraform, Git
• Experience with ticketing and documentation systems (Jira, Confluence, or similar)
• Scripting and software development skills; experience using AI tools in this context is a plus
• Willingness to undergo extended security vetting (SÜ2)
• Fluency in German and English

Benefits

• Hybrid working model.
• At some locations a subsidized canteen and various free drinks.
• Modern office space with very good transport connections.
• Various employee discounts for activities and products.
• Employee events such as summer and winter parties, as well as workshops.
• Numerous training and development opportunities.
• Various health offers, such as sports and health courses.