Tier 3 Support Engineer

Jobtailor; Deutschland; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a Senior Infrastructure/Platform Support Engineer in Germany to own the resolution of the most complex, high-severity escalations across our platform, including networking, AI inference, and cloud components. You will collaborate with Engineering to drive permanent fixes, read and navigate code, and communicate decisively with enterprise customers during critical incidents.

This role also involves contributing to post-incident reviews and creating robust internal

Qualifikationen

• 2-4 years in technical support engineering, SRE, or a senior infrastructure/platform role.
• Deep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals).
• Ability to read and navigate source code (Python, Typescript, Go, and SQL) to diagnose issues and collaborate with engineering teams.
• Proven track record of owning and resolving high-severity, multi-stakeholder incidents end-to-end.
• Strong executive communication skills; able to lead technical bridges with enterprise customers under pressure.
• Experience building internal technical documentation, escalation frameworks, or support tooling.

Aufgaben

• Own resolution of the most complex, high-severity escalations across the platform.
• Conduct root cause analysis at code, configuration, and infrastructure level with Engineering to drive permanent fixes.
• Act as the authoritative technical escalation point for Tier 2, CS, and Solutions Eng teams.
• Interface with enterprise IT, security, and engineering stakeholders during critical incidents, providing clear communication and decisive guidance.
• Contribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden.
• Define and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization.
• Drive post-incident reviews and ensure learnings are documented and acted upon across teams.
• Participate in on-call rotations for critical escalations and high-priority customer environments.

Kenntnisse

networking

systems

TCP/IP

routing

firewalls

VPNs

Linux internals

Python

Typescript

Go

Jobbeschreibung

Responsibilities

• Own resolution of the most complex, high-severity escalations across Voxel's platform, including issues spanning edge hardware, networking, AI inference, and cloud infrastructure.
• Conduct root cause analysis at the code, configuration, and infrastructure level, partnering directly with Engineering to drive permanent fixes.
• Act as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams.
• Interface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents, providing clear communication and decisive guidance.
• Contribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden.
• Define and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization.
• Drive post-incident reviews and ensure learnings are documented and acted upon across teams.
• Participate in on-call rotations for critical escalations and high-priority customer environments.

Requirements

• 2-4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role.
• Deep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures).
• Ability to read and navigate source code (Python, Typescript, Go, and SQL) to diagnose issues and collaborate effectively with engineering teams and push PRs to edit configuration files
• Proven track record of owning and resolving high-severity, multi-stakeholder incidents end-to-end.
• Strong executive communication skills; able to lead technical bridges with enterprise customers under pressure.
• Experience building internal technical documentation, escalation frameworks, or support tooling.

ATS Optimization Keywords

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings.

Hard Skills

• networking
• systems
• TCP/IP
• routing
• firewalls
• VPNs
• Linux internals
• Python
• Typescript
• Go

Soft Skills

• executive communication
• leadership
• problem-solving
• collaboration
• decisive guidance
• documentation
• root cause analysis
• critical incident management
• advocacy
• on-call support