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Impossible Cloud

Posted 3 months ago

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IT Support Engineer

HamburgOn-siteFull-time

AI Summary

Provides Tier 2 customer support for an S3-compatible object storage platform and manages the company’s internal IT infrastructure, security, and endpoint management.

About this role

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.

WHAT YOU WILL DO:

  • 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.

    • WHAT YOU BRING:

  • 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.

    • Skills

    Access IssuesAlert TriageAWS/GCP/AzureBashBuild And Maintain KBCLICURLGrafanaISO ProceduresLinuxLog AnalysisLokiNetworking Fundamentals (HTTP/S, TCP/IP, DNS, TLS/SSL, REST)On-call Incident ResponsePolicy ConfigurationPythonRemote Work ManagementRMM ToolsS3 API ErrorsS3-compatible Object StorageSDK And Client BehaviorSentinelOne Or EDR ToolingVulnerability Tracking

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