Support Engineer

As an OpenStack Support Engineer, you act as the technical bridge between customers and engineering, ensuring fast, effective resolution of issues on our OpenStack platform. You’ll troubleshoot complex problems, explain OpenStack concepts clearly, and contribute to a smooth support experience. You’ll collaborate with DevOps, developers, and support peers to improve the platform and customer outcomes. This role blends hands-on troubleshooting with knowledge sharing to prevent issues and scale support. The opportunity centers on helping customers run business-critical workloads with reliability and clear guidance.

• Handle second-line customer support requests and escalations
• Troubleshoot complex OpenStack platform issues
• Guide customers in using OpenStack services and best practices
• Collaborate with DevOps & Continuity team to resolve platform issues
• Create, review, and improve internal and customer-facing knowledge base articles
• Monitor health and availability of the OpenStack platform
• Escalate software bugs and infrastructure issues when required
• Identify recurring problems and suggest improvements to reduce customer impact
• Contribute to improving internal tooling, operational processes, and documentation
• Participate in daily stand-ups and sprint planning

• Strong understanding of Linux operating systems
• Experience troubleshooting technical issues
• Experience with virtualization or cloud technologies is a plus
• Experience with OpenStack is a plus, but not required
• Able to communicate technical concepts clearly to customers
• Strong analytical and problem-solving skills
• Comfortable working with tickets, incidents, and customer escalations
• Passion for helping customers succeed
• Excellent communication skills in both Dutch and English

• Clear communication
• Analytical thinking
• Customer-centric mindset
• Linux
• Virtualization or cloud technologies (plus)
• OpenStack (plus)