Technical Escalation Lead - Remote Support

World Aquatics; Grenoble; À distance; EUR 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health insurance

Works Council benefits

Employee savings plan

Annual bonus

Résumé du poste

Vates seeks an Escalation Manager to join its technical support team and drive complex customer issue resolution. You will coordinate investigations across Support, Engineering and Product Management, assess urgency, and keep customers informed with proactive updates.

Applicants should have strong IT infrastructure and virtualization expertise, plus experience in incident management. The role supports remote work with on-site options in Grenoble/Paris.

Qualifications

• Bachelor0s or Master0s degree in Computer Science, software engineering, or information systems (or several years of equivalent experience).
• Several years (5-7) of experience in escalation, incident management or technical support.
• Open Source environment experience is a plus.

Responsabilités

• Coordinate investigation and resolution of complex technical issues across multiple teams.
• Assess severity, business impact and priority of escalations; involve appropriate resources.
• Act as central coordinator between customers and internal teams throughout escalation.
• Provide clear, timely, proactive communication on status and progress.
• Monitor escalations and identify blockers with follow-up until resolution.
• Facilitate cross-functional collaboration for issues requiring diverse expertise.
• Identify recurring issues and contribute to preventive actions and knowledge sharing.
• Contribute to improved escalation processes and support workflows.
• Prepare incident reports and post-incident reviews as required.

Connaissances

IT infrastructure

Virtualization

Cloud environments

Incident management

Root cause analysis

Ticketing systems

Cross-team coordination

Communication skills

English & French

Formation

Bachelor7s or Master0s degree in Computer Science

Outils

XCP-ng

Xen Orchestra

Description du poste

Vates seeks an Escalation Manager to join its technical support team and drive complex customer issue resolution. You will coordinate investigations across Support, Engineering and Product Management, assess urgency, and keep customers informed with proactive updates.

Applicants should have strong IT infrastructure and virtualization expertise, plus experience in incident management. The role supports remote work with on-site options in Grenoble/Paris.