Technician Customer Care Elite, Scaleway
Complete cloud ecosystem
Be an early applicant
Complete cloud ecosystem
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To build a more sovereign, sustainable, and human-first tech ecosystem.
Role
Who you are
- Cloud Architecture Foundations: 2-3 years of experience supporting or deploying complex Cloud architectures (IaaS/PaaS)
- Technical Ecosystem: Hands-on experience or solid 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 executing technical workarounds under pressure
- Support Tooling Ecosystem: Experience navigating ticket platforms, monitoring tools, and collaborative setups (e.g., Jira, Deskpro, Diabolocom, Slack)
- Language Proficiency: Fluency in English and French, with the ability to communicate accurately both verbally and in writing
- Premium Customer Care: Deep commitment to customer satisfaction (CSAT culture) for both strategic accounts and standard workflows. You know how to stay calm, professional, and reassuring during high-stress production crises
- Structured Communication: Ability to break down and communicate complex technical concepts clearly and concisely to premium client stakeholders
- Analytical Thinking & Methodology: High rigor in diagnosing system failures, tracking execution procedures, and logging technical statuses
- Team Synergy & Collaborative Spirit: A natural disposition to share knowledge, pass over shift handoffs cleanly, and partner with TAMs, Sales, and Product units
- Troubleshooting & Curiosity: You love to dig deep into systems, investigate complex bugs autonomously, and keep up with rapid cloud/AI market developments
What the job involves
- You will join a close-knit, international team of 9 people
- The Elite Support team operates under a 24/7 shift system to guarantee continuous reactivity for our strategic enterprise clients
- Mutual aid is our golden rule; we never leave a colleague handling a critical incident alone. We look at mistakes as collective learning opportunities
- When premium traffic allows, the team steps up to handle tickets picked up or escalated by Level 1 and Level 2 support teams across all cloud products, applying the same high standards of customer satisfaction (CSAT) to every user
- Prioritize, investigate, and resolve critical and complex incidents raised by VIP and premium business accounts
- Ensure strict compliance with 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 coming from Level 1 and Level 2 teams, and route unresolved technical issues to Level 3 or specialized teams (Dev, Product, Infra, Billing, etc.)
- Follow a 24/7 rotational shift system (6am-2pm, 10am-6pm, 2pm-10pm, and 10pm-6am)
- Provide temporary support to Level 1 and Level 2 engineering teams across the broader product catalog when premium channels allow, keeping CSAT at the heart of every interaction
- Find and apply quick workarounds during critical incidents to safely restore client operations as fast as possible
- Document system incidents, technical discoveries, and support processes to enrich the collective knowledge base
- Actively participate in mentoring new team members and supporting internal continuous training initiatives
- Onboarding & Training: A complete 5-week training period is provided in full on-site presence. You will remain on standard office hours shifts for at least your first 2 months to ensure a smooth integration
- Hybrid work: We offer up to 3 days of remote work per week. (Note: Hybrid schedules apply to standard daytime windows. Shifts covering 10am-6pm and 2pm-10pm are handled on-site at our Paris office, while early and night shifts are done remotely)
Application process
- 🔜 THE NEXT STEPS …
- Screening Call with our recruitment team (30 min)
- Interview with Elite Support Manager & Elite Support Technician from the current team, including support/technical scenarios to understand your technical skills and approach to the role (1h 15 min total)
- Interview with the Head of Support to deepen discussions and assess your fit with the team (45 min)
- Final Meet & HR sync to tour our offices and meet your future colleagues
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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