What I do today
I work at 2nd and 3rd level for cloud storage and collaboration: where the tickets land that are no longer simple. My daily work covers Managed Nextcloud (around 15,000 instances), HiDrive (around 150,000 users) and S3 object storage, plus identity topics such as SAML, OIDC and Microsoft 365.
Around 200 tickets a week cross my desk, including bug tickets and customer escalations.
How I work
- Root cause, not workarounds: read the logs, narrow down the failure, find the cause – instead of just clearing the symptom.
- Escalations: when things get complicated, I step in and keep the case together until it's solved.
- Clean tickets: I document bugs in Jira so developers can follow them without coming back with questions.
- Documentation: once something is solved, it goes into knowledge management so the next case is faster.
I use AI-assisted ticket triage in my daily work.
Experience in short
- 2023 – today: AI & automation – LLMs, RAG and agents in everyday work.
- 2018 – today: Specialist Support Engineer, 2nd/3rd level, cloud storage & collaboration (Nextcloud, HiDrive, S3).
- 2016 – 2018: Telekom Marketplace – B2B support (powered by STRATO).
- 2008 – 2016: STRATO (today part of the IONOS Group) – Customer Care: hosting, domains, e-mail, first steps with sync & share.
- 2001 – 2008: DHL – logistics & operations.
What I build on the side
AI that actually takes work off your plate: I build RAG knowledge systems, run local models and develop automations with Python, Bash, Docker and n8n. Open source on GitHub, among others: J.A.R.V.I.S. (a personal AI assistant with 120+ tools), LLM-Wiki (RAG with citations) and job-hunter.
Private, in the lab: a self-hosted voice agent (LiveKit, local Whisper and TTS), a knowledge graph and OPSCOPE, a read-only toolkit for diagnosing Linux servers – built from everyday support work.
Why this site and its articles
The problems I describe in the blog come from practice: SSO issues with SAML and OIDC, DNS migrations, mail landing in spam, vulnerabilities in PHP or NGINX. I write the articles myself, in German, English and Italian, with concrete checks instead of theory – the way I'd explain it to a customer or a colleague.
The articles are my personal view, not official statements of my employer. There are also tools, error codes and cheat sheets for everyday use.
Languages, location, availability
I live and work in Berlin. German and Italian are my native languages, and I speak English well.
I'm open to new opportunities where cloud infrastructure, technical support / customer engineering and AI automation meet. The fastest way to reach me is e-mail at info@daniele-michelin.com or LinkedIn.