Support Engineer

is an ecosystem of 60 successful brands working together across 22 European countries to provide its 3.3 million SMB customers with everything they need to succeed online by offering best-in-class expertise and services.

s brands are a mix of traditional hosting businesses that offer services from domain names email shared hosting e-commerce and server hosting solutions and as specialist SaaS providers adjacent products such as compliance marketing tools and team collaboration products. This broad product offering makes it a one-stop partner for online businesses and entrepreneurs across Europe.

The Role

is looking for an OpenStack Support Engineer to join our second-line OpenStack Support team in this role you will be the technical bridge between our customers and our engineering teams helping customers get the most out of our OpenStack platform while ensuring issues are resolved quickly and effectively.

Our customers rely on our cloud platform to run business-critical workloads. When they have questions encounter issues or need technical guidance youll be there to help. Whether youre troubleshooting a networking issue investigating an API error or explaining how a specific OpenStack feature works your goal is to provide customers with a smooth and professional support experience.

You enjoy solving technical puzzles working closely with customers and making complex technology understandable. Youre naturally curious communicate clearly and dont stop investigating until youve found the root cause.

The team

As part of the OpenStack Support team youll become one of the technical experts our customers rely on every day. Youll work closely with our OpenStack DevOps & Continuity team developers and other internal teams to resolve incidents investigate complex issues and continuously improve the customer experience.

No two days are the same. One moment youre helping a customer troubleshoot an instance that wont boot the next youre writing a knowledge base article to help others solve the same problem in the future.

Knowledge sharing is an important part of the team. We continuously improve our internal and public documentation automate recurring tasks where possible and look for ways to prevent issues before they impact customers. Work is organised in sprints and we follow SCRUM as our development process.

What your day will look like

You work from home or another workspace with at least two days per week at our Leiden office in consultation with your team. Whether you start your day at home or at the office it usually begins with a cup of coffee or tea.

At 10:00 the team gathers for the daily stand-up. Together youll review ongoing customer cases discuss escalations and coordinate any operational activities for the there youll dive into your work. You might start by helping a customer troubleshoot an issue with their virtual machines investigate a networking problem or explain how a particular OpenStack feature works. Later in the day you could be reviewing a colleagues knowledge base article monitoring the health of the platform or working together with our DevOps engineers to monitor the platform and improve processes.

Every interaction is an opportunity to improve both the customer experience and the platform itself.

What you will be working on

• Handle second-line customer support requests and escalations.

• Troubleshoot complex issues across our OpenStack platform.

• Guide customers in using OpenStack services and best practices.

• Work closely with our DevOps & Continuity team to resolve platform issues.

• Create review and improve internal and customer-facing knowledge base articles.

• Monitor the health and availability of the OpenStack platform.

• Escalate software bugs and infrastructure issues when required.

• Identify recurring problems and suggest improvements to reduce customer impact.

• Help improve internal tooling operational processes and documentation.

• Participate in daily stand-ups and sprint planning.

Your profile

• Strong understanding of Linux operating systems.

• Experience troubleshooting technical issues..

• Experience with virtualization or cloud technologies is a plus.

• Experience with OpenStack is a plus but not required.

• Able to communicate technical concepts clearly to customers.

• Strong analytical and problem-solving skills.

• Comfortable working with tickets incidents and customer escalations.

• Passion for helping customers succeed.

• Excellent communication skills in both Dutch and English. Many of our customers communicate in Dutch while English is our primary language within the engineering teams.