Technicien Support Elite

Why We Need You?

Our growth is driving us to strengthen our Customer Support team, and specifically our Technical Account Management team, which handles 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 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.

Daily Routine

Responsibilities include:

• 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.

Additional elements of the role: on‑call duty (3×8 hours, 6‑week cycle: 2 weeks with night work, 2 weeks with weekend work) and a 6‑week onboarding program focused on tools, products, technical stacks, and ecosystem.

About You

• Perfect use of French and English: customer‑service oriented, mastery of polite phrases in both languages, ability to assist clients in resolving their complex 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.

Benefits

• Hybrid work: up to 3 days of remote work per week.
• Offices: spacious, dynamic workspaces with outdoor spaces and bike parking facilities.
• Dining: healthy meal service at the headquarters, breakfast available across all sites year‑round, and Swile card for lunches at regional sites.
• Well‑being commitments: access to a gym, daycare places, and discounted services for caring responsibilities.
• International environment: English is widely spoken.
• Career & Mobility: managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible.

EEO Statement

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. We believe great ideas come from everywhere, and everyone which is why you should definitely apply.