Support Operations Engineer (all genders)

We are a leading SaaS provider in our field and operate a large number of customer environments in our cloud. To ensure the smooth operation of these environments, we are looking for a Support and Operations Engineer to support us in particular with the management, monitoring and optimization of our SaaS environments and to act as a point of contact for our customers when problems arise.

Aufgaben

• You prioritize, analyze, and troubleshoot issues that arise in customer environments within defined response and resolution times as part of the incident management process
• You coordinate changes and play an active role in improving the support function and optimising the user experience
• You are responsible for the documentation of systems and configurations
• You take over on-call shifts to ensure the best possible customer support
• You support customers with further questions regarding the operation and configuration of our software (also our on-premises customers)
• You work closely with our product development and infrastructure team to ensure smooth operations and continuously improve IT operations processes (e.g. monitoring, backup and recovery)
• You are responsible for managing, monitoring and optimizing our SaaS environments on staging and production clusters

Qualifikation

• You have a degree or specialized training in the field of computer science or equivalent
• Ideally you have basic IT skills in Linux, networking and understanding of REST API interfaces
• Ideally you are familiar with Kubernetes environments and can find your way around them
• Experience working with YAML files is desirable
• Experience with dashboards analysis tools such as Grafana is desirable
• Experience in logs analysis with observability platforms such as Opensearch, Kibana or similar is desirable
• You are not afraid to familiarise yourself with new technologies
• You are able to quickly learn new situations and find pragmatic solutions. You find it easy to communicate complex contexts to customers in a precise and understandable way
• You always maintain a positive and empathetic attitude when dealing with customers
• Fluent German is beneficial, very good English skills are mandatory

Don't worry if you don't fulfil all the requirements! We value authenticity, diversity, lived experience and different perspectives. If you are motivated and have a passion for technology with a proven track record, then you should definitely apply. Just send us your CV and describe your experience and qualifications for this opportunity so we can get talking!We therefore strongly encourage applicants of all genders, ethnicities, ages, religions, sexual orientations and abilities to apply.

Benefits

Join our team and be your authentic self – we celebrate diversity! Our entrepreneurial culture is powered by a talented and passionate team. We offer full flexibility to suit your needs, whether you prefer remote work, office work, or a hybrid approach. And if you want to work from abroad, you can enjoy up to 180 days of remote work. But that's not all! We also offer a competitive salary package and 30 days of paid vacation to help you recharge. Here's a summary of the benefits we offer:

• Flexible working arrangements (remote, office, or hybrid)
• Modern office in the heart of Hanover for hybrid work
• Up to 180 days (6 months) of remote work from abroad
• Competitive compensation with benefits offering
• 30 days (6 weeks) of paid vacation
• Modern hardware and software solutions
• Corporate Benefits: Access to exclusive employee discounts and special offers from a wide range of partner companies.

About our principles

Ambitious, highly promising and always on the move: That is SYNAOS. We are a team of over 80 people from 12 nations. We stick together and all work towards the same goal: to turn an entire industry topsy turvy. Can you identify with our principles?

• We go above & beyond for our customers
• We always push forward
• We make informed decisions
• We challenge each other and win together
• We seize ownership
• We make bold moves