Technical Support Specialist (US Time Zone)

Vates Virtualization Management Stack (XCP-ng / Xen Orchestra); Grenoble; À distance; EUR 56 000 - 86 000; Plein temps

Avantages offerts par ce poste

Remote work

Health benefits

Paid time off

Employee savings plan

Résumé du poste

Vates is seeking a Technical Support Specialist to assist customers with open-source virtualization solutions, diagnose issues, and maintain high-quality support. You will manage tickets, meet SLA, and collaborate with R&D for bug reports and documentation.

You will train clients, deliver demos, and share best practices while working in a fully remote setup aligned with US business hours. Fluent English required.

Qualifications

• Diagnose and resolve issues across systems, applications and infrastructure.
• Strong knowledge of Linux/Windows environments.
• Fundamental networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls).
• Experience with hypervisors (VMware, Xen, KVM).
• Read/write scripts for automation (Bash, Python, PowerShell).
• Use REST APIs for integration and troubleshooting.

Responsabilités

• Provide high-quality technical support and manage tickets to meet SLA.
• Collaborate with internal teams; escalate complex incidents to R&D and improve processes.
• Deliver knowledge sharing through client trainings, demonstrations, and best-practice docs.

Connaissances

Technical troubleshooting

Linux/Windows

Networking basics

Virtualization

Scripting

API usage

SQL/DB basics

Cloud knowledge

Ticketing tools

Monitoring/logging

Documentation

Security basics

Formation

Bachelor’s degree in Computer Science or related field

Master’s degree in Computer Science or related field

Outils

Jira

Zendesk

ServiceNow

Grafana

Prometheus

Description du poste

Job Description

Vates is a French software company specializing in virtualization, offering a credible alternative to proprietary solutions on the market. Our Vates VMS solution enables companies to manage their IT infrastructures in a simple, efficient, and controlled way.

In a context of strong growth and international development, VATES is strengthening its Support team! We are looking for a Technical Support Specialist to support our customers in using our open-source virtualization solutions and help deliver a high-quality technical support experience. Join a passionate team at the heart of a fast-evolving technology environment!

Your Responsibilities

• Provide high-quality technical support: diagnose and resolve issues related to our virtualization solution (hypervisor, API, storage, network, etc.), manage tickets in the dedicated tool, meet SLA requirements, and support contract-based clients in English.
• Collaborate with internal teams and contribute to continuous improvement: elevate complex incidents to R&D, identify bugs, improve support processes, and enhance both internal and external technical documentation.
• Contribute to knowledge sharing: occasionally train clients and partners, deliver solution demonstrations, and share best practices.

Required Skills

• Technical troubleshooting: ability to diagnose and resolve issues across systems, applications, and infrastructure.
• Operating systems knowledge: strong understanding of Linux and/or Windows environments.
• Networking fundamentals: knowledge of TCP/IP, DNS, DHCP, VPN, firewalls.
• Virtualization technologies: experience with hypervisors (e.g., VMware, Xen, KVM).
• Scripting basics: ability to read/write scripts (Bash, Python, PowerShell) for automation or diagnostics.
• API understanding: ability to use and troubleshoot REST APIs (requests, authentication, responses).
• Database basics: understanding of SQL and database troubleshooting.
• Cloud and infrastructure knowledge: familiarity with cloud platforms (AWS, Azure, GCP) and infrastructure concepts.
• Ticketing tools: experience with tools like Jira, Zendesk, ServiceNow.
• Monitoring and logging tools: ability to analyze logs and use monitoring solutions (e.g., Grafana, Prometheus).
• Documentation skills: ability to write clear technical documentation and user guides.
• Security basics: understanding of access control, encryption, and general security best practices.

Why join us ?

At VATES, you will find a flexible work environment, a supportive and approachable team, and a role that makes a real impact on a daily basis.

Location & US Time Zone

This is a remote position and requires candidates to be based in a time zone compatible with US business hours.

Benefits

• Comprehensive medical, dental, and vision coverage through UnitedHealthcare, effective one month after your hire date. (Employees contribute 20% of the monthly premium.)
• Employee Savings Plan
• 10 company holidays per year, plus 10 days of paid annual leave during your first year of employment. After your first work anniversary, your annual leave entitlement increases to 15 days.
• 100% remote work

As part of our diversity and inclusion policy, this position is open to all candidates, regardless of gender.

Requirements

Are you passionate about technology, enjoy solving complex problems, and value customer interaction? Would you like to work in an international, open-source environment ?

The ideal candidate profile is oriented towards candidates holding a Bachelor’s degree to a Master’s degree in Computer Science, software engineering, software development, or information systems. Or several years of experience without degree.

A professional experience within an open source environment is appreciated.

Fluent English.

This is a remote position and requires candidates to be based in a time zone compatible with US business hours.