About the company
Impossible Cloud represents the spirit of innovation and determination. Our cutting-edge cloud solutions help bridging the gap between web3 technology and mainstream B2B cloud use cases. We are eliminating frictions currently slowing web3 mass adoption and deliver key benefits like increased speed and security while optimizing costs. Impossible Cloud was founded by serial entrepreneurs who formerly built multiple unicorns. With our top team of passionate people who have joined Impossible Cloud from several different countries, we are continuously researching and pushing the boundaries of distributed technologies. Impossible Cloud is backed by an all-star team of internationally renowned venture capital companies, and we are part of the Protocol Labs Network.
Job Summary
WHAT YOU WILL DO
šCommunicate 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. šWork directly with customer technical staff, managing competing priorities with a sense of urgency. šCollaborate with the Engineering team to drive product enhancements based on customer use and feedback (bug fixes, features, and documentation). šContribute to internal knowledge and process improvement by writing KB articles/runbooks, documenting product behaviors, suggesting improvements, and helping develop and maintain internal support tools. šParticipate in on-call rotations with short response times to manage critical incidents.
WHAT YOU BRING
š5+ years in technical support, sysadmin, or DevOps troubleshooting, working with one of the major cloud solutions (AWS, GCP, Azure) and services. šSolid expertise in networking (HTTP/S, TCP/IP, DNS, TLS/SSL, REST) and debugging tools (curl). šHands-on familiarity with backup tools (e.g., Veeam) and/or S3 clients (S3 Browser, rclone, aws cli). šStrong Linux CLI/SDK skills. šSolid scripting experience (Python/Bash) for troubleshooting/log parsing. šProficiency in log/metric analysis (e.g., Grafana, Loki). šSolid understanding of S3 Object storage & backup basics (backup/restore, retention, repositories, immutability (WORM/Object Lock), Virtual Machines (VMware/Hyper-V) and advanced troubleshooting. šSolid understanding of Kubernetes concepts (service, ingress, pod logs). šExcellent, structured English communication. šSolutions-oriented, analytical, and strong team player attitude.
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