Cloud Support Specialist

Understand the fundamentals of cloud infrastructure (systems, networking, virtualization) and help customers resolve technical issues. Act as the link between customers, support, engineering, and product teams, while contributing to the continuous improvement of support processes and practices. Serve as the technical point of contact for customers (tickets and phone) on topics related to cloud infrastructure and products.

Responsibilities

Provide high-quality customer support by responding to requests via a ticketing system or by phone; Diagnose customer incidents and guide them toward resolution; 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; Serve as the technical point of contact for customers on topics related to cloud infrastructure and products

Requirements

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; Willingness to learn and share knowledge; 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

Benefits

Hybrid work with up to 3 days of remote work per week; Spacious offices near public transport with outdoor terraces and bike parking; Healthy meal service at the headquarters; Breakfast available across all sites; Swile card for regional site lunches; Gym access, daycare places, and discounted caring services; International environment; Internal mobility opportunities within the Iliad Group