What you'll needStrong knowledge of email protocols, DNS, networking, and IT security, combined with practical experience in production environments
Experience handling customer escalations and production incidents, including structured troubleshooting and incident resolution
Hands-on experience with monitoring, ticketing, and incident management tools as well as log analysis and automation using Bash, Python, or comparable scripting languages
A customer-focused and hands-on mindset, strong problem-solving skills, and excellent communication skills
Fluent English (C1); German or French at B2 level or above is a plus, as are additional languages such as Spanish or Italian
Nice to have: experience with configuration management and automation tools such as Salt, Ansible, Puppet, or Chef
Nice to have: experience with monitoring and observability tools such as Checkmk, Prometheus, Grafana, or Loki
Nice to have: experience with containerized environments and orchestration, particularly Docker and Kubernetes
Responsibilities
Key Responsibilities:Support, investigate, and troubleshoot issues involving SMTP, DNS, TLS, authentication, filtering, and networking in a Linux-based environment
Handle complex customer cases and act as a senior escalation point
Coordinate incident response, communication, and resolution
Work with engineering and infrastructure teams on root-cause analysis and service improvements
Create technical documentation and mentor junior staff
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