Technicien Support Elite

 

Our growth is driving us to strengthen our Customer Support team, and specifically our Technical Account Management team, whom handle our premium customers. Your mission will be to serve as the primary point of contact for our VIP clients. Your interpersonal skills and technical understanding will be the key pillars in resolving their challenges.

 

YOUR FUTURE TEAM : 

 

We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.

You will be part of a team of around 15 people. Under the guidance of your team leader, you will act as a liaison between our clients, internal teams, and engineers.

Your role will involve handling client requests while gaining knowledge about our technical environment and contributing to improving the overall efficiency of the support teams. In close collaboration with the different support teams, Technical Account Managers and other internal teams, you will participate in the development of our business relationships, by fidelising contributing to our continuous improvement approach.

 

This team works with on-call duty : 3x8 hours, 6 weeks cycle : 2 weeks with night work, 2 weeks with week-end work.

Onboarding : 6 weeks formation to improve on our tools, products, technical stacks, and ecosystem!

 

 

- Solving complex technical problems by leveraging the knowledge and skills you have acquired.

- Working closely with all the resources available to solve complex incidents as fast as possible.-

- Being the representative of our customers for our internal teams (Engineering, products, ...)

- Developing your technical expertise by working on complex use cases.

- Finding solutions and participating in improving technical diagnostics.

- Supporting our clients by responding to their requests via ticketing system or phone.

 

 

SOFTSKILLS & HARDSKILLS :

- Perfect use of French and English: Customer-service oriented, mastery of polite phrases in both languages, ability to assist clients in resolving their complexe issues using professional language.

- Technological interest and logical thinking: good knowledge of hardware or software, good logic in handling and solving technical problems.

- Solid knowledge of the cloud ecosystem

- Willingness to learn and share knowledge: Curiosity and eagerness to work in a team, and to learn from your own experiences and those of others.

- Creation, deployment, and maintenance of cloud services.

- Use of operating systems, Linux systems, and virtualization systems.

- Network administration and IP address management.

- Analyzing, understanding, and diagnosing complex technical issues.

 

 

Hybrid work: We offer up to 3 days of remote work per week.

Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.

Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.

Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.

International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French. 

Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.

 

🚀Why join the Scaleway adventure ? 

 

✔ A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI.

✔ A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges.

✔ Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.

 

🔜 THE NEXT STEPS…

Discovery call with a recruiter (30 min)

Interview with the manager to understand your technical skills and approach to the role (60 min)

Technical interview with 2 (future) colleagues to test your skills