Cloud Support Specialist

Scaleway; Lille; Hybride; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A leading cloud services provider based in Lille is seeking a Customer Support Representative to enhance its support team. The ideal candidate will have strong interpersonal skills, proficiency in both French and English, and a passion for technology. Responsibilities include analyzing customer inquiries and collaborating with internal teams to improve efficiency. Join a diverse company that values professional growth and offers a hybrid work environment.

Prestations

Hybrid work model with up to 3 days remote

Healthy meal services

Access to gym and well-being services

Qualifications

• Ability to assist clients in both French and English.
• Good logic in handling and resolving technical problems.
• Experience with customer support methodologies.

Responsabilités

• Provide high-quality customer support via ticketing system or phone.
• Analyze customer issues and guide them toward resolution.
• Identify recurring issues and improve internal procedures.

Connaissances

Customer-service oriented

Proficiency in French and English

Technological interest

Basic knowledge of hardware or software

Curiosity and eagerness to learn

Outils

Ticketing tools

Linux systems

Virtualization systems

Description du poste

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 rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME.

📍 Our offices are located in Paris, Lille, Toulouse, Bordeaux, Rouen, Rennes and Lyon.

WHY WE NEED YOU ?

Our growth is driving us to strengthen our Customer Support team. Your mission will be to serve as the primary point of contact for our 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 10 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 level 3 team, you will participate in the development of new processes, contributing to our continuous improvement approach.

YOUR DAILY ROUTINE

• Provide high-quality customer support by responding to requests via a ticketing system or by phone.
• Analyze customer issues and guide them toward resolution, using clear, professional, and simplified technical language.
• Identify recurring issues and contribute to the continuous improvement of internal procedures and solutions.
• Work closely with internal teams to upscale 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

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At Scaleway, we are committed to building an inclusive and respectful workplace where everyone has a fair opportunity to thrive.

All applications are considered with care, regardless of age, gender, sexual orientation, ethnic or social background, religion, disability, or any other characteristic.

We believe great ideas come from everywhere, and everyone which is why you should definitely apply.