Customer Support Jobs in Web3

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As a Tier 2 engineer on our technical support team, supporting Customers in the US time zone (East Time Zone, Central Time Zone, Pacific Time Zone) you will focus on hands-on troubleshooting for the Impossible Cloud S3-compatible object storage platform. This role involves direct interaction with customers, primarily via email and occasionally by phone, to reproduce issues, analyze logs and metrics, and drive resolutions in coordination with the Engineering and Infrastructure teams when necessary. A significant part of the role will be troubleshooting integrations with various common backup tools and S3 client applications.

WHAT YOU WILL DO

• Communicate with customers through various channels (phone, chat, meetings, support cases) to understand their needs, build trust, and exceed expectations. Efficiently handle escalations: minimal repro, timestamps, request IDs, clear impact summary, proposed next steps.
• Investigate and resolve Tier 2 support tasks, including issues related to S3 API errors, access, performance/latency, SDK/client behavior, and network performance.
• Work directly with customer technical staff, managing competing priorities with a sense of urgency.
• Collaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation).
• Contribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools.
• Participate in on-call rotations with short response times to manage critical incidents.

WHAT YOU BRING

• 5+ years in technical support, sysadmin, or DevOps troubleshooting, working with one of the major cloud solutions (AWS, GCP, Azure) and services.
• Solid expertise in networking (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and debugging tools (curl).
• Hands-on familiarity with backup tools (e.g., Veeam) and/or S3 clients (S3 Browser, rclone, aws cli).
• Strong Linux CLI/SDK skills.
• Solid scripting experience (Python/Bash) for troubleshooting/log parsing.
• Proficiency in log/metric analysis (e.g., Grafana, Loki).
• Solid understanding of S3 Object storage & backup basics (backup/restore, retention, repositories, immutability (WORM/Object Lock), Virtual Machines (VMware/Hyper-V) and advanced troubleshooting.
• Solid understanding of Kubernetes concepts (service, ingress, pod logs).
• Excellent, structured English communication.
• Solutions-oriented, analytical, and strong team player attitude.

You’re driven by impact. You’re motivated by building something truly disruptive and aren’t afraid to roll up your sleeves. You combine strategic thinking with hands-on execution, and you thrive when dealing with complex challenges. You believe in teamwork and accountability. You don’t settle. You’re here to find solutions and challenge your knowledge and the traditional way of "doing things". Ready to lead the change and shape the future of cloud with us? Apply now and make the impossible possible with us.