L1 Support Engineer (Platform & Cloud)

Enreach Communications; Valbonne; Hybride; EUR 32 000 - 36 000; Plein temps

Avantages offerts par ce poste

Meal vouchers

Health care

Résumé du poste

Enreach seeks an L1 Support Engineer for its Platform & Cloud team in Sophia-Antipolis. You’ll be the first contact for partners, triaging issues, reading logs, and guiding customers through configuration while communicating in French and English.

You’ll escalate properly, document solutions, and expand platform knowledge over time. The role includes remote work up to two days weekly and a path toward L2/L3 involvement as you grow.

Qualifications

• French and English you’re comfortable speaking; daily work in French with English for partners across Europe.
• You’ve spent time in a terminal, broken something, and fixed it; you value curiosity and hands-on problem solving.
• Nice to have: scripting in any language; exposure to SIP/VoIP and networking; home labs and Wireshark experience.

Responsabilités

• Own the front line: answer the support hotline, qualify Jira tickets, and triage problems before routing.
• Hands‑hold our EUPCloud partners, guiding configuration via Jira, Teams, and phone.
• Escalate effectively and document resolutions; feed the knowledge base.
• Learn the platform deeply over time and become a go‑to expert.

Connaissances

Linux

SIP/VoIP

Networking

Wireshark

English

French

Customer support

Troubleshooting

Scripting

Outils

Teams

Jira

Description du poste

L1 Support Engineer (Platform & Cloud)

You'll pick up the phone when a service provider's platform is misbehaving, and you'll be the person who figures out what's actually going on. Sometimes that's a config walkthrough over Teams. Sometimes it's reading logs at speed and getting the right L2 engineer out of bed. Either way, you're the first person our partners talk to. If you like Linux, packets and telephony, and you'd rather work a problem than escape it — keep reading.

DE FUNCTIE

Own the front line. Answer the support hotline, qualify incoming Jira tickets, and take the first real look at every problem before it goes anywhere else. You decide what's urgent.

Hand-hold our EUPCloud partners. Our SaaS partners don't have their own ops teams. They rely on us. You'll work with them directly — Jira, Teams channels, phone — guiding them through configuration and helping them understand their own platform. This part of the role is new, and it's the reason we're hiring.

Escalate well. When something is beyond L1, you package it properly and stay on it until it's resolved. Half-diagnosed tickets thrown over the wall aren't a thing here.

Write things down. Every problem you solve twice should have been documented once. Our knowledge base is how the team gets faster.

Get deep, over time. You'll start on triage. Within a year you'll know our platform better than most people who built it, because you'll have seen every way it can break.

WHO WE'RE LOOKING FOR

French, and English you're comfortable speaking. You'll work in French day to day. But our partners are across Europe, so you'll take hotline calls and write ticket updates in English too. It doesn't have to be flawless or accentless. It has to be confident enough that a stressed engineer in Rotterdam feels looked after. Someone who likes the phone. Not tolerates — likes. Talking a stressed engineer through a problem calmly, at 4pm on a Friday, is a real skill and it's central to this job. Curious about how systems work. You've spent time in a terminal because you wanted to. You've broken something, worked out why, and fixed it. Linux and Unix, networking, and ideally some exposure to SIP or VoIP — even if that exposure is a home Asterisk box and a lot of Wireshark. A self-starter. You'll be given a problem, not a script. This is a small team of experienced people who move fast and don't wait to be told.

Someone who lifts the people around them. We debug together, we teach each other, and nobody here hoards what they know. If that sounds obvious to you, we'll get along.

Nice to have: Rocky / RHEL-family Linux beyond the basics. SIP, RTP, and the specific joys of debugging one-way audio. Scripting in anything. German, Dutch or Spanish. Any of these help; none are required.

STRAIGHT ABOUT THE MONEY

We will teach you telephony. We cannot teach you curiosity. We are not asking for two years of prior support experience. If you have it, good. If instead you have a homelab, a GitHub account, three years of self-taught Linux and an obvious appetite for figuring things out — we want to talk to you.

€32,000 to €36,000 gross per year, depending on what you bring. That is in line with the market for this role, not above it. What comes with it is worth more early in a career.

LOCATION

Sophia-Antipolis, near Nice.

REMOTE

Up to two days a week from home, once you're fully onboarded and working autonomously.

ON- CALL

This role joins the (L1) on‑call rotation, with additional remuneration. You won't be put on it on day one — you join once you and your team lead agree you're ready.

CONTRACT

CDI, full-time. €32,000–36,000 gross per year according to experience, plus meal vouchers and health care.

Real access. You'll sit alongside L2, L3 and R&D. When you elevate, you follow the ticket into the engine room and watch how it gets solved. Most support roles never let you past the wall.

Real systems. Production telephony infrastructure at scale, from your first month. Not a sandbox. A path. L1 is where you start. Our platform ops and L2 engineers know this product cold because they learned it here. That route is open, and we intend you to take it. A structured onboarding with a dedicated team referent, so you're useful in weeks rather than months. The practical stuff. Meal vouchers, health cover, and a genuinely good place to live.

WE ARE ENREACH

Enreach is a European provider of communication and collaboration solutions, focused on the small and medium‑sized business (SMB) market. We serve 2.6 million users with a team of 1,000 employees across 20 offices in 11 countries.

Our mission is to seamlessly integrate all forms of communication to enable optimal collaboration. We offer an extensive portfolio of products and services, ranging from business telephony to IT solutions. Examples of our innovative solutions include Enreach Contact (UCaaS) and DialoX (AI). These solutions are offered both indirectly through partners and directly to business end users.

We highly value initiative, proactivity, and independence. That is why, since 2017, we have been inspired by Holacracy, an organizational approach that encourages autonomy and shared responsibility.

All in all, you’ll be joining a dynamic organization where no two days are the same!