Technician Customer Care Elite

Our growth is driving us to strengthen our Elite Support team to ensure a reliable support experience for our premium accounts (Business, Enterprise, Silver, Gold, and Dedibox VIP) as we scale our 24/7 service infrastructure. Your mission will be to take ownership of and resolve high-priority incidents reported by our premium clients. You will be on the front line to guarantee strict adherence to our service level commitments (SLAs and initial response times), maintain high customer satisfaction (CSAT), and build long-term trust with our most strategic accounts.

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.

• 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.

• →

  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).

• →

  Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.

• →

  Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.

• →

  Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.

• →

  International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.

• →

  Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.

1. Screening Call with our recruitment team (30 min)

2. 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)

3. Interview with the Head of Support to deepen discussions and assess your fit with the team (45 min)

4. Final Meet & HR sync to tour our offices and meet your future colleagues