Technicien Support Elite

Scaleway; Rouen; Hybride; EUR 55 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Well-being program

Healthy meals

Swile lunch card

Gym access

Internal mobility

International team

Résumé du poste

Scaleway in Rouen, France is seeking a Technical Account Manager to serve as the primary contact for our VIP clients. You will bridge clients, engineering, and product teams, resolving complex challenges with your technical know-how and strong communication.

You will work in a collaborative, international setting with a 15-person team, participate in on-call rotations, onboard quickly to our tools and stacks, and contribute to continuous improvement of support processes while maintaining a high

Qualifications

• Experience in helping VIP clients with technical issues in a cloud environment.
• Strong troubleshooting and diagnostics abilities across platforms.
• Bilingual in French and English, with professional communication skills.

Responsabilités

• Resolve complex technical incidents leveraging gained knowledge.
• Collaborate with cross-functional teams to rapid incident resolution.
• Represent customers to internal engineering and product teams.
• Grow technical expertise through complex use cases.
• Improve diagnostics and provide effective solutions.
• Support clients via ticketing and phone channels.

Connaissances

Tech support

Cloud computing

Linux / virtualization

French & English

On-call support

Stakeholder management

Diagnostics skills

Outils

Ticketing system

Monitoring tools

Description du poste

OUR STORY:

Join Scaleway and shape the sovereign cloud of tomorrow! Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.

Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.

With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.

Every day, thanks to our fast-growing portfolio of cloud and AI products (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves thousands of customers across the private and public sector, from corporations like France Télévisions or Hachette Livre, to fast-growing startups like Photoroom and Biolevate, to institutions like the City of Copenhagen.

Our offices are located in Paris, Lille, Toulouse, Rennes, Rouen, Bordeaux and Lyon.

WHY WE NEED YOU ?

Our growth is driving us to strengthen our Customer Support team, and specifically our Technical Account Management team, whom handle our premium customers. Your mission will be to serve as the primary point of contact for our VIP clients. Your interpersonal skills and technical understanding will be the key pillars in resolving their challenges.

YOUR FUTURE TEAM :

We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.

You will be part of a team of around 15 people. Under the guidance of your team leader, you will act as a liaison between our clients, internal teams, and engineers.

Your role will involve handling client requests while gaining knowledge about our technical environment and contributing to improving the overall efficiency of the support teams. In close collaboration with the different support teams, Technical Account Managers and other internal teams, you will participate in the development of our business relationships, by fidelising contributing to our continuous improvement approach.

This team works with on-call duty : 3x8 hours, 6 weeks cycle : 2 weeks with night work, 2 weeks with week-end work.

Onboarding : 6 weeks formation to improve on our tools, products, technical stacks, and ecosystem!

YOUR DAILY ROUTINE :

• Solving complex technical problems by leveraging the knowledge and skills you have acquired
• Working closely with all the resources available to solve complex incidents as fast as possible
• Being the representative of our customers for our internal teams (Engineering, products, ...)
• Developing your technical expertise by working on complex use cases
• Finding solutions and participating in improving technical diagnostics
• Supporting our clients by responding to their requests via ticketing system or phone

ABOUT YOU:

SOFTSKILLS & HARDSKILLS :

• Perfect use of French and English: Customer-service oriented, mastery of polite phrases in both languages, ability to assist clients in resolving their complexe issues using professional language
• Technological interest and logical thinking: good knowledge of hardware or software, good logic in handling and solving technical problems
• Solid knowledge of the cloud ecosystem
• Willingness to learn and share knowledge: Curiosity and eagerness to work in a team, and to learn from your own experiences and those of others
• Creation, deployment, and maintenance of cloud services
• Use of operating systems, Linux systems, and virtualization systems
• Network administration and IP address management
• Analyzing, understanding, and diagnosing complex technical issues

WHAT YOU WILL FIND AT SCALEWAY ++++

• Hybrid work: We offer up to 3 days of remote work per week.
• Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.
• Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.
• Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.
• International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.
• Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.

Why join the Scaleway adventure ?

• A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI.
• A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges.
• Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.

THE NEXT STEPS…

• Discovery call with a recruiter (30 min)
• Interview with the manager to understand your technical skills and approach to the role (60 min)
• Technical interview with 2 (future) colleagues to test your skills

At Scaleway, we are committed to building an inclusive and respectful workplace where everyone has a fair opportunity to thrive.

All applications are considered with care, regardless of age, gender, sexual orientation, ethnic or social background, religion, disability, or any other characteristic.