Support Engineer

About emma

‍Infrastructure is spreading across more clouds, more regions, more providers than any team was designed to manage. The question isn't whether organizations will run distributed — they already do. The question is who builds the platform that makes it work. That's what we're doing at emma, headquartered in Luxembourg with a global team. People here have a low tolerance for unnecessary process and a high tolerance for figuring things out.

We're at a stage where the work you do shows up in the product and the people joining now are the ones who shape what emma becomes. We're a Series A company, backed by investors who believe cloud operations is ready to be rebuilt from the ground up.

Role Overview

‍The Support Engineer is responsible for handling customer support requests, troubleshooting common technical issues, and escalating complex problems to the relevant engineering teams.

Responsibilities

• Customer requests and incidents: receives and triages tickets; sets priority under the agreed service levels
• Routine cloud support: resolves common issues such as virtual machine problems, quota requests and first-level network troubleshooting, using runbooks
• Escalation: passes complex issues to the cloud, hardware, network or security engineers, with the evidence they need
• Customer communication: keeps customers updated during incidents; sends planned-maintenance notices
• Knowledge base: maintains customer-facing and internal articles; turns solved tickets into articles and runbooks together with the engineers
• Service-level reporting: reports response and resolution times; flags missed internal targets to the responsible team
• Recurring issues: spots repeat problems and brings them to engineering with evidence

Requirements

• 2+ years in technical support or operations at a hosting, cloud or IaaS provider
• Basic Linux knowledge: command line, logs, services, basic troubleshooting
• Working knowledge of cloud concepts: virtual machines, volumes, snapshots, networks, quotas
• Networking fundamentals: VLANs, routing, NAT , DNS, firewalls and ACLs, IPv4 and IPv6
• Ticket-based incident handling against SLAs (ITIL incident basics)
• Clear written customer communication, including incident updates under pressure
• Writing runbooks and KB articles others can follow
• Scripting for routine tasks (for example Bash, Python)
• Fluent English, written and spoken

Nice to have

• Apache CloudStack, OpenStack or KVM experience
• Ceph or S3-compatible storage basics
• GPU workloads from the user side (passthrough, vGPU)
• One public cloud (for example AWS, Azure, GCP)
• Monitoring and observability tools (for example Grafana)
• ITIL certification