OpenStack Support Engineer (OpenStack)

Location: Leiden, Netherlands; hybrid work with at least two days per week at the Leiden office

Company

hirify.global is a European ecosystem of hosting and SaaS brands providing domain, email, hosting, e-commerce, cloud, compliance, marketing, and collaboration services to SMB customers.

What you will do

• Handle second-line customer support requests, incidents, and escalations for the OpenStack platform.
• Troubleshoot complex issues involving virtual machines, networking, APIs, and OpenStack services.
• Guide customers on OpenStack usage and best practices, explaining technical concepts clearly.
• Collaborate with DevOps, continuity, development, and other internal teams to resolve platform issues and escalate bugs.
• Monitor platform health and availability, identify recurring problems, and recommend improvements.
• Create and review knowledge base documentation while improving internal tooling, operational processes, and automation.

Requirements

• Strong understanding of Linux operating systems.
• Experience troubleshooting technical issues and working with tickets, incidents, and customer escalations.
• Strong analytical, problem-solving, and communication skills.
• Ability to explain technical concepts clearly to customers.
• Excellent communication skills in Dutch and English are required.
• Passion for helping customers succeed and willingness to participate in daily stand-ups and sprint planning.

Nice to have

• Experience with virtualization or cloud technologies.
• Experience with OpenStack.

Culture & Benefits

• Hybrid work from home or another workspace combined with regular office collaboration.
• Work in a second-line support team alongside OpenStack DevOps and Continuity specialists.
• Work is organised in sprints and follows SCRUM.
• Strong focus on knowledge sharing, documentation, automation, and continuous platform improvement.