Senior Customer Support, Impossible Cloud
Object Storage, US Timezone
Plus ESOP
More information about location
Web 3.0 cloud storage solution
Be an early applicant
Web 3.0 cloud storage solution
21-100 employees
Be an early applicant
Plus ESOP
More information about location
21-100 employees
Company mission
To empower customers to push the boundaries of what is possible and achieve the impossible with cutting-edge cloud solutions.
Role
Who you are
- 5+ years in technical support, sysadmin, or DevOps troubleshooting, working with one of the major cloud solutions (AWS, GCP, Azure) and services
- Solid expertise in networking (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and debugging tools (curl)
- Hands-on familiarity with backup tools (e.g., Veeam) and/or S3 clients (S3 Browser, rclone, aws cli)
- Strong Linux CLI/SDK skills
- Solid scripting experience (Python/Bash) for troubleshooting/log parsing
- Proficiency in log/metric analysis (e.g., Grafana, Loki)
- Solid understanding of S3 Object storage & backup basics (backup/restore, retention, repositories, immutability (WORM/Object Lock), Virtual Machines (VMware/Hyper-V) and advanced troubleshooting
- Solid understanding of Kubernetes concepts (service, ingress, pod logs)
- Excellent, structured English communication
- Solutions-oriented, analytical, and strong team player attitude
- You’re driven by impact. You’re motivated by building something truly disruptive and aren’t afraid to roll up your sleeves
- You combine strategic thinking with hands-on execution, and you thrive when dealing with complex challenges
- You believe in teamwork and accountability. You don’t settle. You’re here to find solutions and challenge your knowledge and the traditional way of "doing things". Ready to lead the change and shape the future of cloud with us? Apply now and make the impossible possible with us
What the job involves
- 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
- As a Tier 2 engineer on our technical support team, supporting Customers in the US time zone (East Time Zone, Central Time Zone, Pacific Time Zone) you will focus on hands-on troubleshooting for the Impossible Cloud S3-compatible object storage platform
- This role involves direct interaction with customers, primarily via email and occasionally by phone, to reproduce issues, analyze logs and metrics, and drive resolutions in coordination with the Engineering and Infrastructure teams when necessary
- A significant part of the role will be troubleshooting integrations with various common backup tools and S3 client applications
- Communicate with customers through various channels (phone, chat, meetings, support cases) to understand their needs, build trust, and exceed expectations. Efficiently handle escalations: minimal repro, timestamps, request IDs, clear impact summary, proposed next steps
- Investigate and resolve Tier 2 support tasks, including issues related to S3 API errors, access, performance/latency, SDK/client behavior, and network performance
- Work directly with customer technical staff, managing competing priorities with a sense of urgency
- Collaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation)
- Contribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools
- Participate in on-call rotations with short response times to manage critical incidents
Application process
- Application Submission
- We encourage you to kickstart your application by submitting your comprehensive LinkedIn profile or CV along with the designated application form
- Kickoff Call for Selected Candidates
- Successful candidates will be invited to participate in a Kickoff call, where we aim to explore your qualifications, experiences, and expectations
- Efficient Interview Process
- Our commitment is to complete the hiring process in 2 to 4 additional remote and/or on-site steps, according to the specific role and its seniority level
- We believe in moving swiftly to welcome exceptional talent into our dynamic workplace
Our take
The centralised model that has made cloud services popular faces many limitations and challenges, making it difficult for centralised systems to keep up with the increasing demand for data storage and processing solutions. Ultimately, it is unsustainable for the future and decentralised cloud models offer a solution to the challenges faced by the centralised model.
Impossible Cloud is a Web3-based decentralised architecture offering multi-service enterprise cloud solutions for both traditional and Web3 businesses. Revolutionising the way we use cloud, the Impossible Cloud platform supports an almost unlimited capacity of storage and is combining the benefits of Web3 storage with end-to-end encryption to ensure the highest level of security for customers.
Due to the high demand for its services, Impossible cloud has experienced substantial growth over the past few years. With a recently successful funding round, the cloud platform is now in a prime position to continue expanding its platform capabilities and grow its workforce, for a promising future in the world of Web3.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2023
$7m
SEED
Jan 2022
$3.6m
SEED
Total funding: $10.6m
Company benefits
- Great office in a trendy location, free healthy brain food, and subsidized premium gym membership
- Monthly recurring, collaborative meetup weeks with cool team events
Company HQ
Othmarschen, Hamburg, Germany
Leadership
Dr. Kai Wawrzinek
(CEO)Previously the founder and CEO of Goodgame Studios. Also received the "EY Entrepreneur Of The Year" award and was a Deloitte Fast50 winner.
Daniel Baker
(CTO)Previously developed and rolled out the cloud services strategy at Recall and Iron Mountain. Also worked as the Director of Engineering at the Silicon Valley-based D2iQ.
Christian Kaul
(COO)Helped develop Groupon and Airbnb before joining Goodgame Studios as the Head of Studio/Vice President of Corporate Development.
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