Impossiblecloud2mo ago

IT Support Engineer

Hamburg,HamburgFull-timemid

EngineeringCustomer SupportOtherSupport EngineerIt Support Engineer

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Quick Summary

Overview

BUILD THE NEXT GENERATION OF THE INTERNET Impossible Cloud is a B2B cloud platform with a focus on becoming the #1 cloud platform in Europe and beyond. It was founded by serial entrepreneurs who have previously built a billion-euro tech company.

Key Responsibilities

Impossible Cloud is at a stage where both our customer base and our internal team are growing fast enough to demand rigorous, professional IT and technical support operations.

Technical Tools

awsazuregcpgrafanapythonb2bcustomer-supportlinuxnetworking

BUILD THE NEXT GENERATION OF THE INTERNET

Impossible Cloud is a B2B cloud platform with a focus on becoming the #1 cloud platform in Europe and beyond. It was founded by serial entrepreneurs who have previously built a billion-euro tech company.

Currently, our offering includes cloud object storage similar to AWS S3, and our market success is already being proven by highly promising growth based on our channel-based GTM strategy. While we build a comprehensive suite of cloud products, we are redefining the cloud sector by bridging the gap between decentralized infrastructure (DePIN) and mainstream B2B cloud use cases.

Become part of something bigger: We’re committed to reinventing the internet and pushing technological innovation and business determination to the next level.

Find out more about us here.

***Applicants must hold EU citizenship or a valid permanent residence permit or EU Blue Card authorizing employment in Germany* - the role is onsite in Hamburg**

YOUR IMPACT:

Impossible Cloud is at a stage where both our customer base and our internal team are growing fast enough to demand rigorous, professional IT and technical support operations. This role owns two equally important things: hands-on Tier 2 troubleshooting for customers using our S3-compatible object storage platform, and the internal IT infrastructure that keeps the company secure and running.

Investigate and resolve Tier 2 customer support cases covering S3 API errors, access issues, performance and latency, SDK and client behaviour, and network problems, with clean escalation packages when Engineering involvement is required.

Own endpoint security operations in SentinelOne: track and remediate critical vulnerabilities, triage alerts to whitelist or escalate, and develop USB policies aligned with ISO procedures.

Run the full vendor selection, implementation planning, and day-to-day operation of a Remote Monitoring and Management tool for all company endpoints.

Handle internal IT helpdesk requests end-to-end, covering device provisioning for new joiners, secure device wipes for leavers, email and connectivity issues, and tool access, following defined ISO-compliant procedures throughout.

Build and maintain the internal knowledge base: runbooks for recurring issues, documentation of S3 platform behaviours, and process improvements that reduce repeat escalations.

Participate in on-call rotations for critical incidents, with structured response times and clear ownership of resolution.

3+ years in technical support, sysadmin, or DevOps roles, with hands-on experience across at least one major cloud platform (AWS, GCP, or Azure) and a track record of resolving complex issues independently.

Solid grounding in networking fundamentals (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and practical debugging skills using tools like curl and CLI; comfortable working in Linux environments.

Direct experience with endpoint security tooling, ideally SentinelOne or a comparable EDR platform, including alert triage, policy configuration, and vulnerability tracking.

Proficiency in log and metric analysis (Grafana, Loki, or equivalent) and scripting ability in Python or Bash for troubleshooting and log parsing.

Structured, precise written English communication: your escalation summaries, KB articles, and customer-facing responses are clear on the first read.

AI-native working style: you use AI tools to move faster and work smarter. This is a baseline expectation at Impossible Cloud, not a differentiator.