Cloud Support Engineer

SysEleven; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

SysEleven GmbH seeks an experienced OpenStack cloud operations specialist to ensure the reliability of our OpenStack-based infrastructure. You will own assets, diagnose issues, and build internal tooling for automated support.

You will resolve complex customer requests, manage the central support stack, analyze trends, and contribute to product/process improvements while documenting knowledge for internal and external audiences.

Qualifications

• Solid practical experience in system administration of Debian-based Linux derivatives (Ubuntu, RHEL).
• Confident command line usage (Bash, shell scripting).
• Knowledge in network technology (LAN, routing, switching, firewalling).
• Experience with monitoring complex systems (Icinga, Zabbix, Prometheus).
• Backup strategies for enterprise environments.
• Strong communication and cross-department collaboration.

Responsibilities

• Provide operational support for OpenStack-based cloud infrastructure.
• Own assets end-to-end within this context and develop internal tooling.
• Analyze faults, resolve issues, and automate support processes.
• Handle complex technical customer support requests for cloud services (OpenStack, Kubernetes, S3, DBaaS).
• Maintain and improve the central support infrastructure (ticketing, status page, event tools).
• Identify trends, bottlenecks, and derive product/process improvements.
• Develop and implement tool improvements and automation to increase efficiency.
• Create and maintain technical documentation for internal and external knowledge bases.
• Evaluate new tools and contribute to asset management and development tasks.

Skills

Debian/Linux

Bash

Networking

Monitoring

Backup strategies

Communication

Team player

LPIC1/2

CKA

LFCS

RHCE

RHOS

German language (C1)

Education

IT specialist for system integration (IT-Ausbildung)

LPIC1/2

CKA

LFCS

RHCE

RHOS

Tools

Icinga

Zabbix

Prometheus

Job description

Задачи

• In this role, you ensure the operational support of our OpenStack-based cloud infrastructure and simultaneously take on technical end-to-end responsibility for your own assets within this context.
• You combine in-depth fault analysis and resolution with hands-on engineering tasks to develop internal tooling landscapes and automate support processes.
• In doing so, you guarantee reliable resource provisioning and make a direct contribution to the open-source community and digital sovereignty.
• Handling and independent resolution of complex technical customer support requests regarding our cloud services (OpenStack, Kubernetes, S3, DBaaS).
• Responsibility for the operational management and continuous maintenance of the central support infrastructure (ticketing system, status page, event management tools).
• Analysis of support trends to identify structural bottlenecks and derivation of measures for product and process optimization.
• Development and implementation of tool improvements and automations to increase the efficiency of internal support processes.
• Creation, expansion, and maintenance of technical documentation for the internal and external knowledge base.
• Evaluation of new tools and assumption of specific engineering tasks in the area of asset management and development.

Требования

• Solid practical experience in the system administration of Debian-based Linux derivatives (Ubuntu, RHEL) as well as confident handling of the command line (Bash, shell scripting).
• Ideally, knowledge in the field of network technology (LAN, routing, switching, firewalling) and in the operation of elementary basic services (DNS, DHCP, SSH, VPN, WWW, FTP).
• Solid knowledge in monitoring complex systems (Icinga, Zabbix, Prometheus) as well as in handling modern backup strategies.
• Strong communication skills and a mediating team player mentality with a focus on cross-departmental collaboration and high solution quality.
• Ideally, a completed IT education (IT specialist for system integration) as well as relevant knowledge in the cloud or network environment (LPIC1/2, CKA, LFCS, RHCE, RHOS).
• Business fluent German skills (C1/C2 level).

Условия

• In our support team, you receive clear responsibilities for your assets and work in a structured environment that simultaneously gives you the freedom to actively shape existing processes through your own tool developments.
• You benefit from a highly technical, collegial environment in which the majority of colleagues are deeply rooted in the cloud and Kubernetes ecosystem, promoting professional exchange at eye level and providing you with the necessary backing for complex problem analyses.