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About the Role
Support IONOS Business and Enterprise customers across the full lifecycle of incident handling, from initial intake and root cause analysis through to full service restoration. Operate as an L2/L3 team within a 24/7 shift rotation.
Responsibilities
- Act as both technical advisor and ops engineer for Enterprise customers in complex, multi-layered environments
- Analyse customer workloads, debug complex incidents, and deliver lasting resolutions or effective workarounds
- Automate recurring tasks and problems using scripts, tooling, and AI-assisted solutions
- Collaborate with Development and Sales teams to improve overall service quality and platform stability
- Work in security-sensitive environments under strict compliance and regulatory requirements
- Monitor cloud infrastructure proactively and respond decisively when anomalies arise
Requirements
- Several years of experience operating cloud infrastructure, Linux, networking, virtualisation (QEMU/KVM), containers (Kubernetes), storage systems, and web APIs
- Strong customer-first mindset with a genuine drive to find solutions
- Enthusiasm for root cause analysis; log files, traces, metrics and hands-on troubleshooting
- Solid network debugging skills across LAN, WAN, VPN, DNS, and DHCP
- Familiarity with S3 and storage concepts (file, object, block)
- Experience with monitoring and alerting tools such as Prometheus, Grafana, and OpsGenie
- Knowledge of common development and deployment tooling: Bash, Python, Ansible, Terraform, Git
- Experience with ticketing and documentation systems (Jira, Confluence, or similar)
- Scripting and software development skills; experience using AI tools in this context is a plus
- Willingness to undergo extended security vetting (SÜ2)
- Fluency in German and English
Skills
- Linux
- Windows
- Networking
- Cloud environments
- Incident handling
- Root cause analysis
- Customer support
- Problem-solving
- Bash
- Python
- Ansible
- Terraform
- Git
- Prometheus
- Grafana
- OpsGenie
- QEMU/KVM
- Kubernetes
- S3
- Jira
- Confluence
Location
- Remote
- Hybrid
Work Type
- Full-time
- Shift rotation
Experience Level
- Experienced
Benefits
- Hybrid working model
- Subsidized canteen (at some locations)
- Free drinks (at some locations)
- Modern office space with very good transport connections
- Various employee discounts for activities and products
- Employee events
- Numerous training and development opportunities
- Various health offers
About the Company
- IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB).
- Serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide.
- Offers 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.
- Provides Cloud Solutions to enterprises looking to move to the cloud as their businesses evolve.
Equal Opportunity
- We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.