Software Analyst / 2nd and 3rd Level Support at Open-Xchange GmbH

(SUU01_21 - USA)

The job in a nutshell

As a Software Analyst at Open-Xchange you will join our growing, international support team and work closely with Development, Operations and Professional Services Teams.

OX believe in hiring talent and training for skills. We think Support is a great step into a promising career. We are specifically looking for employees willing to learn quickly while delivering great support and service. The close cooperation between the Support department and the sales, services and development teams in the rest of the larger Open-Xchange organization, means growth opportunities abound inside and outside the team. In other words, this position is a great opportunity for your personal development.

The job in bullet points
  • Incident and Problem Management for customers' and OX’s services
  • System diagnostics and analysis of „million user“ environments
  • Investigate and reproduce complex custom issues, test solutions, help implement fixes
  • Monitoring Service Level Agreements (SLAs) of Incident and Problem Tickets
  • 2nd and 3rd Level Support of Open-Xchange technologies for our customers
  • Working along and within several ITIL process implementations
  • Customer communication and managing (technical) relationship
  • Work closely with development, sales, and product management teams
Your background
  • Minimum 5 years of experience in system management, system administration or related position
  • In-depth knowledge of and demonstrated experience with Linux system such as Debian, RHEL, and SLES
  • Knowledge about typical open standard protocols and services like HTTP, DNS, IMAP, SMTP, SQL
  • Experience in operating PowerDNS service nice to have
  • Experience in operation and administration of Dovecot IMAP server appreciated
  • Understanding of complex setups in heterogeneous environments
  • Experience with mission critical systems
  • Ability to work independently
  • Service oriented and entrepreneurial mind-set
  • Goal-oriented working style and high self-motivation
  • Team player and ability to communicate well amongst peers
  • Excellent verbal and written communication skills in English
  • Discipline to drive results from a home and/or OX office
Our offer to you
  • Working on a modern cloud software in an international team
  • Wide scope to develop your own ideas and projects
  • Flexible working hours and the ability to work from home
  • The most current and jazzy equipment
  • A culture of open and frequent feedback
  • Hackathons, Workshops and Team events
  • Continuous personal development & training
  • Company sports - entry to various gyms and swimming pools
  • A company pension scheme
  • Flat hierarchies combined with an "Open Door" policy
Who we are

We are a hidden champion. When it comes to open source communication, office productivity and DNS-based security software and services, we are one of the leading players out there. Our 250+ employees around the globe are the reason, why our key products – OX Cloud, Dovecot, and PowerDNS – are used by more than 200 million people for their private and business communications via partners such as Deutsche Telekom, GoDaddy, Strato, Orange, Comcast, or

For further questions, please contact Kerstin Florath via

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