L1 Support Engineer (Platform & Cloud)

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

Avantages offerts par ce poste

Meal vouchers

Health care

Résumé du poste

Enreach is seeking an L1 Support Engineer for its platform and cloud services in Sophia-Antipolis, near Nice. You will own the front line, triage tickets, and work with partners across Europe using Jira, Teams, and calls to guide configurations and issue resolution.

The role emphasizes curiosity about systems, Linux/Unix, networking, and SIP/VoIP exposure; you will become a trusted first point of contact. CDI, full-time with meal vouchers included.

Qualifications

• Experience with Linux environments and command line
• Familiarity with SIP/VoIP configurations and troubleshooting
• Comfort using a terminal to diagnose issues
• Ability to communicate in English and French with customers
• Customer-facing support experience a plus (L1/L2)

Responsabilités

• Answer the support hotline and triage Jira tickets, determining urgency.
• Guide partners through configuration via Jira, Teams, and calls to resolve issues.
• Escalate problems to L2 with proper packaging and follow‑up until resolution.
• Document every solved problem to grow the knowledge base.
• Develop deep platform knowledge by triaging and diagnosing in real time.

Connaissances

Linux

SIP/VoIP

Terminal

English & French

Customer support

Outils

Wireshark

Jira

Teams

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

What you'll actually do

• 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.

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

W H A T W E A R E N O T A S K I N G F O R

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.

L O C A T I O N

Sophia-Antipolis, near Nice.

R E M O T E

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

O N - C A L L

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.

C O N T R A C T

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

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!