Escalation Manager

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.

We are recruiting an Escalation Manager to join our technical support team.

He/She will be responsible for tracking and coordinating complex, critical, or stalled customer issues.

The goal is to ensure that each escalation moves forward, the right teams are mobilized, and the customer receives clear, regular communication until the issue is resolved.

Your Responsibilities:

• Coordinate the investigation and resolution of technical issues involving multiple teams, including Support, Engineering and Product Management.
• Assess the severity, business impact and priority of escalated cases and ensure appropriate resources are involved.
• Act as a central point of coordination between customers and internal technical teams throughout the escalation process.
• Ensure clear, timely and proactive communication with customers and internal stakeholders regarding the status and progress of escalated issues.
• Monitor escalation cases, identify potential blockers and ensure appropriate follow-up until resolution.
• Facilitate communication and collaboration between technical teams when issues require cross-functional expertise.
• Identify recurring issues, trends and root causes and contribute to preventive and corrective actions.
• Contribute to the improvement of escalation processes, support workflows, documentation and knowledge sharing.
• Prepare and communicate incident reports, root cause analyses and post-incident reviews when required.
• Support the development of best practices for handling critical customer situations.

Required Skills:

• Strong technical understanding of IT infrastructure, virtualization and/or cloud environments.
• Experience in technical support, customer support, incident management or escalation management.
• Strong understanding of troubleshooting methodologies and root cause analysis.
• Ability to understand and analyze complex technical issues and translate them into actionable next steps.
• Experience working with ticketing systems, incident management tools and support workflows.
• Ability to manage multiple escalations simultaneously and prioritize according to business impact and urgency.
• Strong written and verbal communication skills, including the ability to communicate technical information clearly to both technical and non-technical audiences.
• Good understanding of IT service management and incident management principles.
• Fluent English and French.

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:

Our offices are based in Grenoble or Paris, but we operate on a fully remote model to provide greater flexibility and daily work comfort.

You are free to work 100% remotely or come on-site occasionally, depending on your preferences.

• Health insurance coverage funded at 50% by the company
• Benefits provided by the Works Council (employee discounts, cinema tickets, etc.)
• Employee savings plan (PEE)
• Annual bonus

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

Profile required

Join Vates and help bridge the gap between customers and technical teams to drive complex issues to resolution.

We are looking for someone with:

• A Bachelor’s or Master’s degree in Computer Science, software engineering, software development, or information systems. Or several years of experience without degree.
• Severals years (5-7 minimum) of experience.
• A professional experience within an open source environment is appreciated.
• Good understanding of Vates' technical environment and the XCP-ng / Xen Orchestra ecosystem.
• Fluent in English and French.

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 an "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.