Customer excellence specialist - advanced - h/f

L'entreprise

Powered by talented and passionate people working hard on democratizing the cloud, Scaleway, the 2nd leading European infrastructure cloud provider, is a multicultural company, rapidly growing into a global brand. We are present in 160 countries, with more than 300 employees of 18 nationalities.

We are a cloud computing pioneer delivering the innovative capabilities of modern multi cloud, covering a full spectrum of services for professionals: public cloud services with Scaleway Elements, private infrastructures and colocation with Scaleway Datacenter and bare Metal infrastructures with Scaleway Dedibox.

We place people at the heart of our purpose as an enabler of the internet. Our organization encourages responsibility, autonomy, commitment and thought leadership from our collaborators. Our premises are open spaces, conducive to exchange and interaction between individuals.

We believe it is our responsibility to be a positive force in society and to collectively design new systems for a better future. We want to increase access to the digital and technology industry. As our business scales, the customers we serve are increasingly diverse and global. Giving them an unbeatable experience is central to our business strategy. To better understand our customers and partners, we need a workforce that’s as diverse as they are.
Our Diversity Equity and Inclusion (DE&I) strategy is a strategic asset for nurturing our future business growth, highly visible to our customers and partners. Scaleway has committed to take a proactive approach to develop the rich skills and competencies of all our workforce and to open up professional opportunities in creative and flexible ways, so that we can truly enjoy the rewards of working in a highly diverse, inclusive and global team, no matter the gender, religious beliefs or ethnicity.

Join a community of more than 300 passionate people and become part of a growing company rooted in the world of tomorrow.

Le poste

About the job

As a Customer Excellence Specialist advanced, you will be the 2nd layer for our clients , and will need to demonstrate technical and interpersonal skills to understand and respond to their questions.
Reporting to your team leader, you will bridge the gap between our customers and the various product teams internally. You will be in direct contact with customers and our engineers when needed.
You will have to ensure customers' requests are handled within reasonable deadlines while also working on improving the overall effectiveness of the technical support teams.
You will also work with the Level 3 team to create new processes and update existing ones. 

Profil recherché

  • Passionate about cloud technologies
  • Excellent technical knowledge in building, deploying, and maintaining cloud services
  • Significant experience using Operating Systems, Linux systems, and virtualization systems
  • Solid understanding of network administration and IP management
  • Able to analyze, understand, and diagnose complex technical problems
  • Fluent in French and very good command of English
  • Good at teaching and sharing your knowledge
  • Excited to work as part of a team


  • Testing Scaleway’s innovative products in order to better explain them to our customers
  • Developing your technical expertise on complex use cases alongside product teams,
  • Putting forward solutions and participating in the improvement of technical diagnostics by closely following changes and innovations in the cloud sector
  • Support our top customer by ticketing or phone 
  • Troubleshooting complex technical issues


  • Location
     
     
    This position can be either:  
    - Based in our offices in Paris or Lille (France), partial/full remote is possible 
    - Fully remote in Europe

    #LI-Remote, #LI-Hybrid 

    Salary Range
    36,000 - 44,000 + 4,000 variable EUR per year 

    Recruitment Process   

    Screening call - 30 mins with the recruiter 
    Manager Interview - 45 mins
    Technical Interviews - 45 mins
    HR Interview - 45 mins
    Offer sent - 48 hours


    We treat every candidate equally in our recruitment process. Even if you don't meet 100% of the job’s requirements, we encourage you to apply and tell us why you would be a good fit!

    Questions about this job? Nathalie Tourbay, our Recruitment Team Lead, would be happy to answer your questions.

    Scaleway is a #singular place and we’re looking for #singular people. If you like what you see here and you’ve got a story to tell, we’d love to hear from you.


    About Scaleway

    Scaleway, leading multi-cloud service provider for startups and cloud-native projects is catering to the global market with the essential mix of cloud computing resources that is flexible, cost effective, reliable, secure and sustainably powered.

    Scaleway is one of the few European providers to have full ownership over its stack, with no dependence on three levels: data center design and operation, hardware and software infrastructure, IaaS and PaaS. Scaleway has a daring approach that challenges the status quo, its ecosystem is designed to leverage market standards to make things simpler: S3 compatibility, a rolling up-to-date Kubernetes and Terraform support.

    Scaleway is constantly growing around the world, and currently serves hundreds of thousands of clients in over 160 countries. Scaleway’s services are deployed via six data centers located in three regions: Paris (France), Amsterdam (Netherlands) and Warsaw (Poland).

    We are committed to creating a diverse environment. All qualified applicants will receive consideration regardless of race, color, religion, gender, gender identity or expression, sexual orientation, marital status, citizenship, disability, age, or veteran status.

    Find out more about working with us on Scaleway’s Career Page.

    Éléments nécessaires pour postuler

    Pour valider votre candidature, nous vous demandons de fournir les éléments suivants, vous devrez télécharger les pièces demandées directement lors de votre inscription.

    Toute candidature incomplète ne sera pas traitée par nos services.

    Document(s) :

    • Curriculum Vitæ