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.

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.

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.

Customer Care Technician

Key skills