Technical Specialist (Cloud Platforms & Kubernetes)

Your responsibilities:

• Analyzing the incident, researching solutions and providing solid answers easily understood by customers
• Troubleshooting complex problems and providing the best available solution or workaround within the agreed service levels
• Collaborating with fellow support colleagues both locally and globally and other internal organizations to provide superior customer service
• Documenting solutions to known issues and consulting questions
• Developing technical solutions to be posted to both internal and external knowledge base
• Liaising with Engineering, Product Management & Operations organisations to resolve bugs and missing product functionality for future releases
• Documenting issues in a CRM system and defects in an engineering tracking system
• Troubleshooting technical issues, identifying root causes, and implementing practical solutions, often using debugging tools and scripts

Key deliverables:

• Providing support to clients and end users, answering their questions regarding product utilization and System settings
• Providing support to clients and end users by troubleshooting the reported issues and finding a root cause
• Producing internal issue reports with details, reproduction steps and findings to assist development teams in solving the issue
• If unable to solve an issue, escalating it to the appropriate team while ensuring seamless communication and a swift resolution while maintaining contractual obligations and restrictions such as access to confidential or personal data
• Keeping detailed records of issues, solutions provided, and customer interactions, working together with User Assistance Developers when updating user manuals and FAQ’s is necessary
• Providing insights to product management teams about potential product improvements, based on customer interactions and feedback
• Working in coordination with other teams to provide comprehensive client solutions
• Providing valuable insights for internal troubleshooting guides and procedures
• Updating internal knowledge base about the latest technology trends, product updates, and system modifications to better serve the customers

Your profile:

• Solid experience with Kubernetes and good understanding of container technologies
• Understanding of modern cloud architectures and experience with Cloud Platforms such as AWS (Azure, GCP are a plus)
• Scripting skills
• Knowledge of CI/CD and enthusiasm for automation (Concourse, Github Actions and ArgoCD are a plus)
• Working efficiently in emergency situations
• Affinity to quickly analyze and solve problems in a global team setup
• Excellent team player, passionate about his/her work, self-motivated and driven
• Excellent communication skills - precise, based on facts
• Experience with modern monitoring, logging, and alerting tools (Grafana, Prometheus, Kibana, Loki, Splunk On-Call, Dynatrace)
• Security best practices for application development and operations in a public Cloud Environment
• ABAP experience is a plus
• Fluency in English, German is a plus

Our Offer:

• 100% Remote
• B2B via Experis
• Sport Card
• Life insurance
• Private Health insurance