Manager of Cloud Support, Scaleway
2+ days a week in office
Complete cloud ecosystem
Job no longer available
Complete cloud ecosystem
501-1000 employees
Job no longer available
2+ days a week in office
501-1000 employees
Company mission
To build a more sovereign, sustainable, and human-first tech ecosystem.
Role
Who you are
- Proven experience in team management within a technical or customer-facing environment
- Ability to combine people leadership with operational rigor
- Solid understanding of the production environment, technical concepts related to cloud, hosting, or IT support
- Proficiency with Lucca, Excel, SQL, ticketing, and phoning tools
- Strong analytical mindset and ability to interpret data and drive performance
- Proficient in English
- Empathy & Pedagogy – You understand people, guide with patience, and develop their potential
- Leadership & Adaptability – You inspire, empower, and drive collective performance
- Team Spirit & Collaboration – You build trust and foster open communication
- Calm & Composure – You manage pressure and support your squad in complex situations
What the job involves
- Our Support organization is expanding fast to meet the growing needs of Scaleway’s clients
- We’re now looking for a Cloud Support Manager to lead one of our squads — a team of talented support engineers dedicated to delivering high-quality customer service and operational excellence
- Your role is to manage people and performance: you’ll develop your team, follow operational KPIs, and ensure that processes scale efficiently as we continue to grow
- You’ll act as a bridge between your squad, other support teams, and Scaleway’s business and technical departments
- Your mission: grow, guide, and empower your team to provide the best experience to our customers while continuously improving our operations and results
- You’ll join the Customer Support department, currently composed of several squads working in close collaboration
- Each squad is autonomous and operates in rotating shifts to ensure continuous service coverage
- Your own squad currently counts 9 members — with plans to grow to 11 in the coming months. You’ll report directly to Aymeric Maignan and work closely with peers across all company departments (Engineering, Sales, Product, Operations)
- People management & development: Coach, mentor, and support your team members in their day-to-day work
- Conduct regular 1:1s, identify growth opportunities, and foster continuous learning
- Operational performance: Monitor activity levels, follow key KPIs and business metrics (production, quality, C.A)
- Ensure smooth daily operations and proper shift coordination. Identify and implement process improvements to boost team efficiency
- C- ross-functional collaboration: Act as the link between your squad and other departments. Share feedback from the field to improve products, tools, and workflows
- Customer focus: Support your team in resolving complex or critical client requests. Maintain a culture of empathy, professionalism, and service excellence
- Lead with purpose – You’ll build and guide a high-performing team at the heart of customer success
- Drive impact – Your leadership will directly shape our support organization and customer satisfaction
- Collaborate globally – Work cross-functionally with experts in cloud engineering, operations, and product
- Grow sustainably – Be part of a company committed to a responsible, renewable-powered cloud
Application process
- HR Interview – Get to know each other and discuss your motivations
- Manager Interview (N+1 – Aymeric Maignan) – Leadership, vision, and alignment
- N+2 Interview (optional) – Meet key stakeholders and discuss long-term objectives
Our take
Cloud computing is fast increasing in popularity and use, and many companies are turning to the cloud in order to better their functions. Scaleway enables developers and businesses to build, deploy and scale their applications for the cloud, with a focus on providing a range of options so that clients can access exactly what they need.
Scaleway, which labels itself “the cloud of choice”, delivers fully managed offerings for bare metal, containerisation, and serverless architectures. It is attractive, especially to startups, as it offers more flexibility than alternate cloud providers, and it boasts a smooth developer experience, carbon-neutral data centers, and native tools for managing multi-cloud architectures.
Scaleway is used by over 38,000 businesses in 160 countries. Aligning with its focus on bringing the cloud to startups, the company has launched a “Startup Program” where participators can earn cloud credits as well as gaining access to technical expertise and masterclasses. Scaleway has also partnered with Clever Cloud, in order to deliver an efficient alternative to for the automation of app deployment, enriching the product catalogues of both companies.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- 75% reimbursement on public transportation or 200€/year for sustainable mobility
- 200€ discount & 3 domains names on Scaleway Elements
- 120€ to equip yourself at home
- Freebox refund (€50 after 6 months)
- Up to €700 support for Babilou childcare
- Profit-sharing from the Iliad Group
- FlexiFamily: help with childcare, tutoring, and household tasks
- Extended parental and caregiver leave
- Employee share ownership plan at Iliad Group
- Referral Bonus
- 360Learning, Projet Voltaire and LinkedIn Learning free accesses
- Employee benefits through the Employee Work Council (CSE)
- Daily free breakfasts & snacks
- Onsite bedrooms showers and gym
- And all the usual perks provided in the industry (health insurance etc.)
Company HQ
Madeleine, Paris, France
Leadership
Albane Bruyas
(CCO & COO)Before joining Scaleway in 2019, Albane spent nearly 5 years at Toshiba as a Procurement & Purchasing Manager and Operations Director.
Damien Lucas
(CEO)Prior to joining Scaleway in 2023, Damien served as the CPO of Ateme. Before that, he co-founded Anevia where he spent 17 years in various roles, including CEO and CEO.
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