Cloud Support Consultant

OVHcloud; Lombardia; On-site; EUR 22,000 - 26,000; Full time

Job summary

OVHcloud in Italy is seeking a Cloud Support Consultant to be the main point of contact for our key accounts, helping them maximize our cloud products such as VMware/HPC and bare-metal infrastructure.

You will develop technical depth in virtualization, networking, Linux, Windows, disaster recovery and hyper-converged infrastructure through ongoing training, collaborating with Product, Sales and Professional Services teams.

Qualifications

• Prior experience in technical and cloud-based customer support.
• Familiarity with service ticketing systems such as ServiceNow, Zendesk or JIRA.
• Familiarity with cloud products, VMware/HPC and virtualisation is a strong plus.

Responsibilities

• Handle support tickets and enquiries from our key account clients regarding cloud products (VMware/HPC and bare-metal infrastructure).
• Monitor tickets and assign them according to their complexity and the responsibilities set out in the SLA.
• Explore and implement solutions to the issues encountered by clients, liaising with them to ensure the solutions are effectively deployed.
• Communicate with, monitor and escalate client and partner enquiries based on their feedback, keeping customers informed from first contact to resolution.

Skills

Cloud support

Customer service

Ticketing systems

Tools

ServiceNow

Zendesk

JIRA

Job description

Cloud Support Consultant

Within your #OneTeam

• You’ll join OVHcloud, a leading European cloud and hosting provider with a global footprint
• You’ll be the main point of contact for our key accounts, helping them get the most out of our cloud products (primarily VMware/HPC and bare-metal infrastructure)
• You’ll build technical depth in virtualisation, networking, Linux, Windows, disaster recovery and hyper-converged infrastructure through continuous training
• You’ll work hand in hand with our Product, Sales and Professional Services teams, in a team-first culture where helping a colleague solve a tricky ticket is as valued as solving your own

Who we’re looking for:

More than a finished skillset, we’re looking for people who are genuinely curious about how cloud infrastructure works, and energized rather than intimidated by an industry that never stops moving. You’re a good listener with a strong service spirit, at ease in customer-facing situations, and you care about getting it right for the customer. If you enjoy collaborating and want to keep learning for the long run, the technical depth will come - we’ll help you build it.

Your main responsibilities:

• Handle support tickets and enquiries from our key account clients regarding cloud products (primarily VMware/HPC and bare-metal infrastructure)
• Monitor tickets and assign them according to their complexity and the responsibilities set out in the Service Level Agreement (SLA)
• Explore and implement solutions to the issues encountered by clients, liaising with them to ensure the solutions are effectively deployed
• Communicate with, monitor and **escalate** client and partner enquiries based on their feedback, keeping customers informed from first contact to resolution
• Work in collaboration with our Product, Sales and Professional Services teams to deliver the right expertise at the right time
• Actively participate in continuous training on OVHcloud technologies: virtualisation, networking, Linux, Windows, disaster recovery and hyper-converged infrastructure
• Contribute to the continuous improvement of OVHcloud’s processes and services

Your future impact

In 6 months, you will:

• Have become autonomous in recognizing and troubleshooting common cloud-related issues for our key accounts
• Have built a solid understanding of our cloud product portfolio - VMware/HPC and bare-metal - and of the SLAs and customer needs behind it

In 1 year, you will have:

• Mastered delivering nuanced, complex resolutions to customers
• Developed strong technical expertise in virtualisation, networking and cloud infrastructure through our dedicated training programs
• Grown into someone teammates and key accounts rely on for both technical judgment and collaborative spirit

What matters most to us:

• A B2 level of English (or better) to support a diverse client base and take part in day-to-day communications within the company - additional languages are a plus :Italian/Spanish
• A genuinely curious, open mindset: someone who wants to understand why things work, not just follow a script
• Strong team spirit and a service-first attitude: you’re a good listener, keen to help customers and ensure a high level of satisfaction
• Comfort with ambiguity and change - this industry evolves fast, and we’re looking for people who find that exciting
• Excellent communication skills: clear, empathetic, and confident under pressure, at ease in all customer-facing situations

Technical grounding (we’ll build on this, no need to check every box):

• Prior experience in technical and cloud-based customer support
• Familiarity with service ticketing systems such as ServiceNow, Zendesk or JIRA
• Familiarity with cloud products, dedicated/bare-metal servers, VMware/HPC and virtualisation is a strong plus
• Comfort with, or willingness to quickly learn, IT fundamentals: Linux, Windows, networking, disaster recovery and hyper-converged infrastructure

Our contratto collettivo: CCNL Terziario Distribuzione e Servizi.

Salary for this position will start at 24K euros yearly salary.