Senior Customer Service Engineer

Join our Hundertserver Team!

Working Style & Conditions
• Working hours: Flexible core hours, depending on SLAs
• On-call duties: Possible depending on customer requirements
• Work model: Remote or hybrid possible

Your Hundertserver mission:

As a Customer Support Engineer, you are the central point of contact for our customers – with technical understanding, a hands-on mentality, and clear communication. You solve problems pragmatically, quickly, and sustainably. Whether it’s Kubernetes, cloud infrastructure, or network issues – you take initiative, think ahead, and ensure customer satisfaction. In doing so, you work closely with our DevOps, engineering, and product teams.

The Main Tasks:

1. Technical Support & Troubleshooting
• Handling 1st- and 2nd-level requests via tickets, email, or Slack
• Quick analysis and resolution of cloud, Kubernetes, or network issues
• Support with deployments, scaling questions, and performance issues
• Collaboration with internal experts to solve complex topics

2. Customer Communication at Eye Level
• Direct technical consulting – clear, solution-oriented, and empathetic
• Confidently escalating and managing critical cases
• Documenting cases, workarounds, and improvements
• Supporting onboarding and training for customers

3. Monitoring & Incident Handling
• Active system monitoring (e.g., with Prometheus, Grafana)
• Processing and evaluating alerts
• Identifying recurring issues and their root causes

4. Documentation & Knowledge Transfer
• Building and maintaining internal and external knowledge bases
• Sharing experiences with colleagues (e.g., in internal sessions)
• Developing practical best practices for customers

5. Patch Management & Operations Processes
• Participating in updates, security patching, and system-level tasks

You fit to our team when:

Technical Know-How
• Experience with cloud platforms (e.g., AWS, Azure, or GCP)
• Solid Linux skills (Debian, Ubuntu, others)
• Kubernetes, Docker, Helm – would be great, but not a must
• Basic knowledge in automation/scripting (e.g., Bash, Python)
• Basic networking knowledge: DNS, VPN, firewalls, load balancers

Soft Skills & Mindset
• Clear communication – even on technical topics
• Customer-oriented: you think in solutions, not problems
• Hands-on: you take action instead of waiting for perfect conditions
• Self-reliant and structured – you keep an overview
• Team player who enjoys collaboration and learning

Nice to Have
• Experience in technical support or system operations
• Certifications like CKA, AWS Associate, ITIL – nice to have, but not required

What we offer:

With us, it’s not just about what you can do – but also about how you want to grow.
We offer you:
• Continuous learning: professionally, methodologically, and personally – with real practical relevance
• Development opportunities: access to internal & external trainings, workshops, and certifications
• Cultural competence: working in a team with clear values, openness & mutual respect
• Hands-on environment: you can contribute, think along, and truly make a difference
• Freedom & responsibility: work at the office, remote work, flexible hours, and a team that supports you

You're up for it?