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Tech Stack
Tools & technologiesCloudKubernetesLinuxTerraform
About the role
Key responsibilities & impact- Prioritize, investigate, and resolve critical and complex incidents reported by VIP and premium business accounts.
- Ensure strict adherence to 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 from Level 1 and Level 2 teams, and route unresolved technical problems to Level 3 or specialized teams (Dev, Product, Infrastructure, Billing, etc.).
- Work a 24/7 rotating shift schedule (06:00–14:00, 10:00–18:00, 14:00–22:00, and 22:00–06:00).
- Provide temporary support to Level 1 and Level 2 engineering teams across the wider product catalog when premium channels permit, always keeping CSAT at the center of every interaction.
- Identify and apply quick workarounds during critical incidents to safely restore client operations as fast as possible.
- Document system incidents, technical findings, and support processes to enrich the shared knowledge base.
- Actively participate in mentoring new team members and supporting internal continuous training initiatives.
Requirements
What you’ll need- Cloud Architecture Foundations: 2–3 years of experience supporting or deploying complex cloud architectures (IaaS/PaaS).
- Technical Ecosystem: Hands-on experience with or a strong 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 performing technical workarounds under pressure.
- Support Tooling Ecosystem: Experience using ticketing platforms, monitoring tools, and collaboration tools (e.g., Jira, Deskpro, Diabolocom, Slack).
- Language Proficiency: Fluency in English and French, with the ability to communicate accurately both verbally and in writing.
Benefits
Comp & perks- Onboarding & Training: A comprehensive 5-week training program provided fully on-site.
- Hybrid work: Up to 3 days of remote work per week.
- Offices: Spacious, dynamic workspaces with bold design, conveniently located near public transport.
- Dining: Healthy meals prepared by a chef at headquarters, and breakfast available at all sites year-round.
- Well-being commitments: Access to gym facilities, childcare places, and discounted caregiving services — Scaleway is committed to supporting Scalers in maintaining work–life balance.
- International environment: With dozens of nationalities represented, Scaleway offers a stimulating environment where English is as widely spoken as French.
- Career & Mobility: Managers support internal mobility, and opportunities to move to other entities within the Iliad Group are available to all Scalers.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Cloud ArchitectureIncident ManagementLinux SystemsNetworkingAPIsVirtualizationDatabasesTechnical WorkaroundsSLA EnforcementContainer Technologies
Soft Skills
Clear CommunicationMentoringProblem SolvingCustomer Service OrientationTeam Collaboration