Cloud Support Specialist

WebHosting; Paris; Hybrid; EUR 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work (up to 3 days remote)

Modern offices near public transport

Healthy meals at HQ

Swile lunch card

Well-being programs

Internal mobility within Iliad Group

Job summary

Scaleway is seeking a Customer Support Engineer to join our cloud infrastructure team. In a hybrid work model, you will diagnose and resolve technical incidents for customers, working closely with engineering and product teams to improve support processes and tooling.

You will be the technical point of contact for tickets and calls, handling issues related to compute, network, storage, and platform access, while helping customers maximize value from Scaleway’s cloud and AI products.

Responsibilities

• Provide high-quality customer support via ticketing system or phone.
• Diagnose customer incidents and guide them toward resolution on cloud infrastructure topics.
• Collaborate with internal teams to escalate and resolve complex issues.

Job description

Hybrid Full-time Not specified Operations

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 inParis, Lille, Toulouse, Rennes, Rouen, Bordeaux and Lyon.

WHY WE NEED YOU ?

Our growth is driving us to strengthen ourCustomer Supportteam. 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 upscale complex technical issues or share client feedback. SOFTSKILLS : – – – HARDSKILLS : – – – –

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.
• 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