IT Support Engineer

ABOUT US:
Impossible Cloud is a fast-growing B2B cloud company headquartered in Hamburg, Germany. We have built a cloud object storage solution comparable to AWS S3, purpose-built and optimised for AI and compute workloads. Our commercial hyper-growth speaks for itself, powered by our channel-first go-to-market strategy.
We are now expanding beyond storage: we are building a high-performance compute platform, offering an end-to-end solution from GPU infrastructure to full GPU platform software stack. In doing so, we are redefining the cloud ecosystem by bridging the gap between decentralised infrastructure (DePIN), mainstream B2B cloud use cases, and AI applications.
 
Find out more about us here.
 
Please note that we can only consider candidates who have a valid, unrestricted work permit for the EU.

 
Impossible Cloud is at a stage where both our customer base and our internal team are growing fast enough to demand rigorous, professional IT and technical support operations. This role owns two equally important things: hands-on Tier 2 troubleshooting for customers using our S3-compatible object storage platform, and the internal IT infrastructure that keeps the company secure and running.
 

WHAT YOU WILL DO:

• Investigate and resolve Tier 2 customer support cases covering S3 API errors, access issues, performance and latency, SDK and client behaviour, and network problems, with clean escalation packages when Engineering involvement is required.


• Own endpoint security operations in SentinelOne: track and remediate critical vulnerabilities, triage alerts to whitelist or escalate, and develop USB policies aligned with ISO procedures.


• Run the full vendor selection, implementation planning, and day-to-day operation of a Remote Monitoring and Management tool for all company endpoints.


• Handle internal IT helpdesk requests end-to-end, covering device provisioning for new joiners, secure device wipes for leavers, email and connectivity issues, and tool access, following defined ISO-compliant procedures throughout.


• Build and maintain the internal knowledge base: runbooks for recurring issues, documentation of S3 platform behaviours, and process improvements that reduce repeat escalations.


• Participate in on-call rotations for critical incidents (~once/month, may include US time zones), with structured response times and clear ownership of resolution.

• 3+ years in technical support, sysadmin, or DevOps roles, with hands-on experience across at least one major cloud platform (AWS, GCP, or Azure) and a track record of resolving complex issues independently.


• Solid grounding in networking fundamentals (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and practical debugging skills using tools like curl and CLI; comfortable working in Linux environments.


• Direct experience with endpoint security tooling, ideally SentinelOne or a comparable EDR platform, including alert triage, policy configuration, and vulnerability tracking.


• Proficiency in log and metric analysis (Grafana, Loki, or equivalent) and scripting ability in Python or Bash for troubleshooting and log parsing.


• Structured, precise written English communication: your escalation summaries, KB articles, and customer-facing responses are clear on the first read.


• AI-native working style: you use AI tools to move faster and work smarter. This is a baseline expectation at Impossible Cloud, not a differentiator.

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