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About the Role

Support 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 in a 24/7 environment with shift rotation. Requires comfort managing multiple tasks, setting priorities under pressure, and undergoing extended security vetting (SÜ2). Fluency in German and English is essential.

Responsibilities

Act as both technical advisor and ops engineer for Enterprise customers in complex, multi-layered environments
Analyze 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
Service restoration
Customer support
Problem-solving
Bash scripting
Python scripting
Ansible
Terraform
Git
QEMU/KVM
Kubernetes
S3
Prometheus
Grafana
OpsGenie
Jira
Confluence
AI tools

Location

Germany

Work Type

Hybrid working model
24/7 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 (summer and winter parties, workshops)
Numerous training and development opportunities
Various health offers (sports and health courses)

About the Company

IONOS shapes the digital future for more than 6.2 million customers worldwide with its solutions.
Europe's leading hosting provider and a pioneer in independent cloud solutions.
Building next-generation infrastructure – from sovereign cloud architectures and high-performance GPU clusters to integrated AI automation tools.
Drives digital sovereignty for Europe and real impact for small and medium-sized businesses (SMBs) as well as large enterprises.
Operates in agile teams with transparent structures.
Believes that excellence and innovation emerge through true team spirit.

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.