Requirements
- Cloud Architecture Foundations: 2-3 years of experience supporting or deploying complex Cloud architectures (IaaS/PaaS).
- Technical Ecosystem: Hands-on experience or solid understanding of Linux systems, networking, APIs, virtualization, and databases.
- Incident Management: Strong familiarity with SLA enforcement, major incident management frameworks, and executing technical workarounds under pressure.
- Support Tooling Ecosystem: Experience navigating ticket platforms, monitoring tools, and collaborative setups (e.g., Jira, Deskpro, Diabolocom, Slack).
- Language Proficiency: Fluency in English and French, with the ability to communicate accurately both verbally and in writing.
- Premium Customer Care: Deep commitment to customer satisfaction (CSAT culture) for both strategic accounts and standard workflows. You know how to stay calm, professional, and reassuring during high-stress production crises.
- Structured Communication: Ability to break down and communicate complex technical concepts clearly and concisely to premium client stakeholders.
- Analytical Thinking & Methodology: High rigor in diagnosing system failures, tracking execution procedures, and logging technical statuses.
- Team Synergy & Collaborative Spirit: A natural disposition to share knowledge, pass over shift handoffs cleanly, and partner with TAMs, Sales, and Product units.
- Troubleshooting & Curiosity: You love to dig deep into systems, investigate complex bugs autonomously, and keep up with rapid cloud/AI market developments.
Nice to Have
- Kubernetes, Terraform, and container technologies are highly valued.
Benefits
- Onboarding & Training: A complete 5-week training period is provided in full on-site presence.
- Hybrid work: Up to 3 days of remote work per week.
- Offices: Spacious, dynamic workspaces with bold design, conveniently located near public transport, featuring outdoor spaces (terraces) and bike parking facilities.
- Dining: Chef provides a healthy meal service at the headquarters, breakfast available across all sites year-round, Swile card for lunches at regional sites.
- Well-being commitments: Access to a gym, daycare places, or discounted services for caring services.
- International environment: Dozens of nationalities, English as widely spoken as French.
- Career & Mobility: Managers value internal mobility, opportunities to transition to other entities within the Iliad Group.
Work Arrangement
Hybrid — Paris, Lille, Toulouse, Rennes, Rouen, Bordeaux, Lyon
Additional Information
- Language requirements: Fluency in English and French
- Shifts: 24/7 rotational shift system (6am-2pm, 10am-6pm, 2pm-10pm, and 10pm-6am)
- Training: 5-week training period on-site, standard office hours shifts for first 2 months
- Hybrid details: Shifts covering 10am-6pm and 2pm-10pm handled on-site at Paris office, early and night shifts done remotely
