Sr Customer Support (Level 2) - Object Storage - US Timezone

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.

YOUR IMPACT 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.

WHAT YOU WILL DO 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.   WHAT YOU BRING 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.