Job Description

OUR STORY:
🇪🇺 Join Scaleway and shape the sovereign cloud of tomorrow ! Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.
Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.
With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.
Every day, thanks to our fast-growing portfolio of cloud and AI products (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves thousands of customer across the private and public sector, from corporations like France Télévisions or Hachette Livre, to fast-growing startups like Photoroom and Biolevate, to institutions like the City of Copenhagen.
📍 Our offices are located in Paris, Lille, Toulouse, Rennes, Rouen, Bordeaux and Lyon.

OUR STORY

🇪🇺 Join Scaleway and shape the sovereign cloud of tomorrow!

Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.

Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.

With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is currently investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.

Every day, thanks to our fast-growing portfolio of cloud and AI products (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves thousands of customer across the private and public sector, from corporations like France Télévisions or Hachette Livre, to fast-growing startups like Photoroom and Biolevate, to institutions like the City of Copenhagen.

📍Our offices are located in Paris, Lille, Toulouse, Rennes, Rouen, Bordeaux, and Lyon.

WHY WE NEED YOU?

Our growth is driving us to strengthen our Support Engineering team to create a bridge between our technical support, product, and engineering departments.

Your mission will be to design internal processes and documentation in order to ensure a smooth information flow between teams and provide a high-quality technical experience for our users.

YOUR FUTURE TEAM

We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.

You will be part of a team of 4 people You will work in close collaboration with your teammates while managing your own specific scope, interacting daily with support, training, engineering, and product teams to integrate our processes across all Scaleway products.

YOUR DAILY ROUTINE

Tasks

• Create and optimize internal processes for the support team.

• Manage the transition of technical information between product, engineering, and support.

• Lead the overhaul of public-facing documentation to improve user self-service.

• Analyze support tickets and exports to identify bugs or recurring needs.

• Proactively identify and resolve bottlenecks in information sharing.

• Develop internal documentation and training materials for technical teams.

• Ensure technical consistency across different cloud and bare metal product lines.

• Collaborate with engineering teams to relay customer feedback and product requirements.

• Maintain and utilize internal tools such as JIRA, Confluence, and Deskpro.

ABOUT YOU

HARDSKILLS:

• 2 to 4 years of experience in a technical support or support engineering role.

• Strong technical background in Cloud and Bare Metal environments.

• Proficiency in Linux and macOS systems.

• Experience in creating documentation and processes (internal or external).

• Familiarity with collaboration tools like JIRA, Confluence, and Deskpro

• Professional fluency in English

SOFT SKILLS:

• Proactive mindset: ability to seek out needs rather than waiting for instructions.

• Strong communication and pedagogy: ability to explain complex topics clearly.

• Problem-solving skills with an analytical approach to ticket data.

• Autonomy and initiative in managing projects and workflows.

• Adaptability: comfortable in an "in-between" role combining support and technical engineering.

WHAT YOU WILL FIND AT SCALEWAY ++++

• Hybrid work: We offer up to 3 days of remote work per week.

• Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.

• Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.

• Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.

• International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.

• Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.

🚀 Why join the Scaleway adventure?

✔ A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI.

✔ A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges.

✔ Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.

🔜 THE NEXT STEPS …

• Discovery call with a recruiter (30 min)
• Interview with the manager to understand your technical skills and approach to the role (1h)
• Technical interview with two team members to validate your expertise (1h)
• Final discussion to deepen discussions and assess your fit with the team (45 min)
• Office visit to tour our offices and meet your future colleagues
  

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At Scaleway, we are committed to building an inclusive and respectful workplace where everyone has a fair opportunity to thrive. All applications are considered with care, regardless of age, gender, sexual orientation, ethnic or social background, religion, disability, or any other characteristic. We believe great ideas come from everywhere, and everyone which is why you should definitely apply.