Customer Care Technician

• Prioritize, investigate, and resolve critical and complex incidents reported by VIP and premium business accounts.
• Ensure strict adherence to response times and service level agreements (SLAs).
• Communicate clearly and transparently with both French- and English-speaking customers, keeping them informed and reassured even under pressure.
• Handle issues directly for premium clients, process internal escalations from Level 1 and Level 2 teams, and route unresolved technical problems to Level 3 or specialized teams (Dev, Product, Infrastructure, Billing, etc.).
• Work a 24/7 rotating shift schedule (06:00–14:00, 10:00–18:00, 14:00–22:00, and 22:00–06:00).
• Provide temporary support to Level 1 and Level 2 engineering teams across the wider product catalog when premium channels permit, always keeping CSAT at the center of every interaction.
• Identify and apply quick workarounds during critical incidents to safely restore client operations as fast as possible.
• Document system incidents, technical findings, and support processes to enrich the shared knowledge base.
• Actively participate in mentoring new team members and supporting internal continuous training initiatives.

Requirements

• Cloud Architecture Foundations: 2–3 years of experience supporting or deploying complex cloud architectures (Iaa

  S/Paa

  S).
• Technical Ecosystem: Hands-on experience with or a strong understanding of Linux systems, networking, APIs, virtualization, and databases (Kubernetes, Terraform, and container technologies are highly valued).
• Incident Management: Strong familiarity with SLA enforcement, major incident management frameworks, and performing technical workarounds under pressure.
• Support Tooling Ecosystem: Experience using ticketing platforms, monitoring tools, and collaboration tools (e.g., Jira, Deskpro, Diabolocom, Slack).
• Language Proficiency: Fluency in English and French, with the ability to communicate accurately both verbally and in writing.