Technical Support Specialist (US Time Zone)

World Aquatics; Grenoble; À distance; EUR 62 000 - 98 000; Plein temps

Résumé du poste

Vates is a French software company specializing in Open Source and virtualization, with Xen Orchestra and XCP-ng behind its stack. We are expanding our Support team to assist customers using our open-source virtualization solutions.

The role involves diagnosing and resolving issues, collaborating with R&D, and contributing to documentation while ensuring quality support in a remote setup compatible with US business hours.

Qualifications

• Technical troubleshooting across systems, applications, and infra.
• Strong Linux and/or Windows OS understanding.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, firewalls.
• Virtualization experience with hypervisors (VMware, Xen, KVM).
• Scripting basics (Bash, Python, PowerShell).
• REST APIs usage and troubleshooting.
• SQL and database basics.
• Cloud platforms familiarity (AWS, Azure, GCP).
• Experience with ticketing tools (Jira, Zendesk, ServiceNow).
• Monitoring/logging tools knowledge (Grafana, Prometheus).
• Ability to write clear technical documentation.
• Security basics: access control and encryption.

Responsabilités

• Provide high-quality technical support and diagnose issues related to virtualization solutions.
• Meet SLA requirements and support contract-based clients in English.
• Collaborate with internal teams and contribute to process improvements.
• Train clients and partners, deliver solution demonstrations, and share best practices.

Connaissances

Troubleshooting

Linux/Windows

Networking basics

Virtualization

Scripting

APIs

Databases

Cloud & infra

Ticketing tools

Monitoring/logging

Documentation

Security basics

Formation

Bachelor's or higher in Computer Science

Outils

Jira

Zendesk

ServiceNow

Description du poste

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 !

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: accelerate 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.

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.

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

Profile required

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.

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

Company description

Vates is a French software company specializing in Open Source and virtualization, with a strong commitment to open and collaborative development. Our main projects, Xen Orchestra and XCP-ng, cover the entire virtualization stack - from the hypervisor (Xen) and the virtualization platform (XCP-ng) to virtual machine management and backup (Xen Orchestra).
Our team is distributed across several countries and fully embraces remote work, with transparent working methods and accessible communication channels. At Vates, we are driven by a people-centered company culture focused on kindness, inclusivity, and a flat organizational structure. Every team member is encouraged to contribute ideas, make decisions, and grow with the company.
Our Open Source model is at the core of everything we do - not only in our code, available on GitHub and GitLab, but also in our collaborative approach with the community. We believe in upstream first philosophy, and we dedicate our expertise and resources to fundamental projects such as Xen, while supporting contributors of all levels in joining us on this journey.