The role

We are looking for the Senior Support Engineer L2. You will handle complex issues escalated from L1 support and Technical Account Managers, bringing advanced expertise in Linux, networking, Kubernetes and scripting for high-level troubleshooting. This role demands exceptional problem-solving, clear communication and a customer-centric approach to ensure service reliability.

You will also provides leadership, mentoring and team management, guiding a support team of 5+ engineers to optimize resolution efficiency.

You’re welcome to work remotely from our office in Amsterdam (hybrid) or remotely from the EU.

Your responsibilities will include:

1. Advanced issue resolution

• Diagnose and resolve escalated issues with high proficiency in Linux, networking, Kubernetes and data storage, minimizing downtime.
• Lead complex troubleshooting efforts and document solutions for use across teams.

2. Technical expertise and leadership

• Apply advanced Linux skills for efficient OS management and problem resolution.
• Utilize in-depth networking knowledge to troubleshoot and optimize network configurations.
• Manage containerized applications within Kubernetes environments, handling complex deployments and ensuring service continuity.
• Use advanced Python and Bash scripting to automate tasks, streamline workflows, and improve team efficiency.
• Demonstrate deep understanding of data storage concepts to diagnose storage issues and optimize data management practices.

3. Team leadership and mentoring

• Lead, mentor, and develop a support team of 5+ engineers, sharing technical knowledge and best practices.
• Collaborate with internal teams and provide guidance to L1 support to enhance overall service quality.
• Foster a supportive team environment, promote continuous learning and drive efficiency.

4. Customer communication

• Ensure clear, professional updates to customers, explaining complex issues in a user-friendly way.
• Oversee escalations to higher-level support or engineering teams, ensuring adherence to escalation protocols.

5. Documentation and process improvement

• Create, update and oversee technical documentation, troubleshooting guides and knowledge base articles.
• Identify recurring issues, recommend improvements, and implement best practices to enhance service reliability and team efficiency.

We expect you to have:

• Bachelor’s degree in Computer Science, Information Technology or related field preferred.
• 7+ years in technical support with advanced skills in Linux and networking; experience managing and mentoring a support team of 5+ engineers.
• Advanced expertise in Linux administration and troubleshooting.
• Strong networking knowledge, including protocols, IP configurations and diagnostics.
• Advanced proficiency with Kubernetes for managing complex deployments and troubleshooting.
• Proficient in Python and Bash for complex automation and task management.
• In-depth understanding of data storage principles, types and management.