Cloud Support Specialist

Join Scaleway and shape the sovereign cloud of tomorrow !

 

Our growth is driving us to strengthen our Customer Support team.

Your mission will be to understand the fundamentals of cloud infrastructure (systems, networking, virtualization) and help customers resolve technical issues.

 

YOUR FUTURE TEAM : 

 

Within a team of around 10 people, and supported by your team leader, you will act as the link between customers, support, engineering, and product teams, while contributing to the continuous improvement of support processes and practices.

 

Your role will be to serve as the technical point of contact for our customers (tickets and phone) on topics related to cloud infrastructure and products. Your mission: analyze, diagnose, and guide customers in resolving their incidents.

 

 

- Provide high-quality customer support by responding to requests via a ticketing system or by phone.

- Diagnose customer incidents and guide them toward resolution, including:

Compute / Systems : Inaccessible VMs, CPU/RAM performance issues, failing Linux services, Full disks

Instances that won’t start

Network & Connectivity : Unreachable services, Blocked ports, Incorrect firewall/security group configurations

IP or DNS issues, Failed inter-server communication

Storage : Inaccessible volumes, Snapshot failures, Degraded disk performance, Attachment errors

Insufficient storage space

Cloud Platform & Access : Authentication issues (SSH, access), Insufficient permissions, API errors

Quota limits reached, Resources failing to deploy properly

 

- Identify recurring issues and contribute to the continuous improvement of internal procedures and solutions.

- Work closely with internal teams to escalate complex technical issues or share client feedback.

 

 

SOFTSKILLS :

- Proficiency in French and English: Customer-service oriented, mastery of polite phrases in both languages, ability to assist clients in resolving their issues using professional language.

- Technological interest and logical thinking: Basic knowledge of hardware or software, good logic in handling and solving technical problems.

- 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.

 

HARDSKILLS : 

- Comfortable using ticketing tools and handling multiple requests simultaneously.

- Use of operating systems, Linux systems, and virtualization systems.

- Network administration and IP address management.

- Analyzing, understanding, and diagnosing complex technical issues.