Cloud Support Specialist

Job description

**OUR STORY:** 🇪🇺 Join Scaleway and shape the sovereign cloud of tomorrow ! Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies. Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector. With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants. Every day, thanks to our fast-growing portfolio of cloud and AI products (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves thousands of customer across the private and public sector, from corporations like France Télévisions or Hachette Livre, to fast-growing startups like Photoroom and Biolevate, to institutions like the City of Copenhagen. 📍 Our offices are located in **Paris, Lille, Toulouse, Rennes, Rouen, Bordeaux and Lyon.** **WHY WE NEED YOU ?** Our growth is driving us to strengthen our **Customer Support** team. Your mission will be to understand the fundamentals of cloud infrastructure (systems, networking, virtualization) and help customers resolve technical issues. **YOUR FUTURE TEAM :** Within a team of around 10 people, and supported by your team leader, you will act as the link between customers, support, engineering, and product teams, while contributing to the continuous improvement of support processes and practices. Your role will be to serve as the technical point of contact for our customers (tickets and phone) on topics related to cloud infrastructure and products. Your mission: **analyze, diagnose, and guide customers in resolving their incidents.** **YOUR DAILY ROUTINE :** - Provide high-quality customer support by responding to requests via a ticketing system or by phone. - Diagnose customer incidents and guide them toward resolution, including: **Compute / Systems :** Inaccessible VMs, CPU/RAM performance issues, failing Linux services, Full disks Instances that won’t start **Network & Connectivity :** Unreachable services, Blocked ports, Incorrect firewall/security group configurations IP or DNS issues, Failed inter-server communication **Storage :** Inaccessible volumes, Snapshot failures, Degraded disk performance, Attachment errors Insufficient storage space **Cloud Platform & Access :** Authentication issues (SSH, access), Insufficient permissions, API errors Quota limits reached, Resources failing to deploy properly - Identify recurring issues and contribute to the continuous improvement of internal procedures and solutions. - Work closely with internal teams to escalate complex technical issues or share client feedback. **ABOUT YOU:** SOFTSKILLS : - Proficiency in French and English: Customer-service oriented, mastery of polite phrases in both languages, ability to assist clients in resolving their issues using professional language. - Technological interest and logical thinking: Basic knowledge of hardware or software, good logic in handling and solving technical problems. - 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. 💻 HARDSKILLS : - Comfortable using ticketing tools and handling multiple requests simultaneously. - Use of operating systems, Linux systems, and virtualization systems. - Network administration and IP address management. - Analyzing, understanding, and diagnosing complex technical issues. **WHAT YOU WILL FIND AT SCALEWAY ++++** **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) **HR interview** to tour our offices and meet your future colleagues