(Junior) Professional - STACKIT Customer Operation Expert (m/w/d) - Database (m/w/d)

Your Tasks

• You act as the dedicated Subject Matter Expert (SME) for one primary database product while independently resolving general tickets across all supported database engines.
• You serve as the technical bridge between standard ticket owners and core DB Product teams to manage complex escalations and specialized service requests.You ensure strict SLA compliance by maintaining rapid reaction times and efficient net resolution times for all incoming database support issues.
• You support and troubleshoot managed database services (DBaaS) hosted within a cloud environment, resolving customer issues related to cloud-native database operations (e.g., STACKIT PostgreSQL FLEX).
• You operate database systems (e.g., PostgreSQL, MariaDB, Redis, MongoDB, SQL), tools (CLI, Rest APIs, etc.) and have had initial exposure to Cloud Foundry & Containers Infrastructure. You use your knowledge to provide customers with optimal solutions.
• You monitor database health proactively, analyze active connections, and troubleshoot performance bottlenecks using modern observability stacks (e.g., Prometheus, Grafana).
• You actively participate in the team's agile operational routines, including daily queue triage, incident root cause analysis (RCA), and cross-training workshops.

Your Profile

• You have successfully completed a degree in computer science, information technology, or a comparable technical education with solid professional experience in database administration or IT support.
• You possess deep technical expertise in at least one primary database technology (PostgreSQL, MariaDB, MSSQL, MongoDB, or Redis) and a strong willingness to support secondary engines.
• You have a solid understanding of cloud computing concepts and practical experience troubleshooting managed database services, understanding the operational differences between traditional on-premise and cloud deployments.
• You have a solid understanding of IT Service Management (ITSM) workflows, ticket lifecycles, and managing operational priorities based on strict SLAs.
• You have practical experience with database monitoring, telemetry analysis, and proactive troubleshooting to reduce reactive ticket volumes.
• You possess strong communication skills to translate complex technical concepts between product developers and frontline support, paired with a highly independent and solution-oriented working style.
• You possess excellent English skills and are able to explain complex matters in a clear, service-oriented manner. Proficiency in additional languages is an asset.