Customer Support (f/m/d) 24/7 - K8s, German & English

at subsidary IONOS SE in Berlin
Full-time | Permanent
Reference ID: I-1202

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About us

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.   

We are seeking a highly skilled and experienced Customer Support to join our team, working on a 24/7 shift basis with K8s knowledge. 
The successful candidate will provide technical support to our customers, utilizing their expertise in IT service management, databases, networks, Linux, and storage. Fluency in both German and English is essential, as well as experience with Jira, Confluence, and ServiceNow. The ideal candidate will also have a strong willingness to learn and adapt quickly, with a focus on expanding their skills in areas such as Kubernetes.

Tasks

• Provide 24/7 technical support to customers via phone, email, and ticketing systems.
• Utilize expertise in IT service management to resolve customer issues efficiently and effectively.
• Collaborate with internal teams to resolve complex technical issues; 
• Document knowledge and solutions in Jira, Confluence, and ServiceNow; Continuously update and expand technical knowledge and skills, with a focus on emerging technologies such as Kubernetes.
• Analyze and troubleshoot issues related to databases, networks, Linux, and storage.
• Participate in on-call rotations, working shifts that include nights, weekends, and holidays.

Qualifications

• Experience with Kubernetes or other containerization technologies.
• Strong knowledge of IT service management principles and practices.
• Experience working with databases, networks, Linux, and storage; Ability to learn quickly and adapt to new technologies and processes.
• Previous experience in a technical support role, preferably in a 24/7 environment.
• Strong analytical and problem-solving skills; Excellent communication and customer service skills.
• Ability to work effectively in a team environment and collaborate with internal stakeholders; Willingness to participate in on-call rotations and work shifts, including nights, weekends, and holidays.

Nice to Have:

• Familiarity with cloud-based infrastructure and services.
• Certification in IT service management (e.g. ITIL) or related field.
• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.
• Experience working with Jira, Confluence, and ServiceNow.

Languages: 

• Fluency in both German and English (written and spoken)

Security Clearance:

• The successful candidate will be required to undergo a Sicherheitsüberprüfung (security clearance) as a condition of employment.

Benefits

• Hybrid working model.
• Flexible working hours through trust-based working hours.
• At some locations a subsidized canteen and various free drinks.
• Modern office space with very good transport connections.
• Various employee discounts for activities and products.
• Employee events such as summer and winter parties, as well as workshops.
• Numerous training and development opportunities.
• Various health offers, such as sports and health courses.

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