Within the Customer Success teams (Call Center and Software Support), Cloud Application Support assists customers with Cloud solutions on the CAD part as well as on the hardware part (machines and production).
In close collaboration with the Customer Care teams (Call Centers, local technical teams and the Digital Support team), you ensure the continuity of Cloud services for our customers.

Missions

Support
• Monitor the availability of Cloud services using dashboards and indicators provided by the Development teams.
• Analyze and solve problems remotely and determine cases to escalate to the Development teams.
• Follow up on incidents reported by customers until their final resolution via the Salesforce support tool.

Support continuous improvement
• Detect any weakness or lack in support processes and tools and propose improvements.
• Build test procedures to simulate real user journeys and ensure that Cloud applications and all their components work properly.
• Create relevant dashboards and ensure their maintenance to monitor any malfunction or disruption of services.

Training
• Produce technical content for certified training.
• Facilitate training sessions
• Participate in the proper functioning of the team by sharing their experiences and skills.

Interface role
• Be the privileged direct contact with the R&D teams to discuss, analyze and prioritize Cloud-related incidents.
• Popularize Cloud-related information and make it accessible to all local support teams and customers.

Required Skills

• Ideally a graduate of a Bac+5 training in information system;
• You have a first experience in an application support service including cloud services;
• Have knowledge of Cloud services, network configuration and protocols;
• Be comfortable in data analysis;
• Have a good experience of Windows operating systems;
• Understanding of data flows and API communications;
• Have a good written and oral understanding of the English language;
• Be a curious person with the will to learn by adapting to a changing environment;
• Be able to have autonomy, but also to work in a team and in collaboration with other services;

Desired skills

• Have a background in the fashion, furniture or automotive industry and their processes;
• Having knowledge in the use of splunk (creation of dashboards), applications and linux would be a plus;

WHY JOIN US?

• Join an innovative company offering premium solutions and services;
• Work in an international, multicultural (32 nationalities) and agile environment;
• Recently refurbished premises on a 12-hectare wooded site;
• An attractive CSE offering subsidies for travel, equipment rental (hiking, surfing, etc.), cultural and sporting activities, a media library, etc.;
• The provision of the Bouzet sports complex in Cestas (badminton, tennis court, swimming pool, etc.);
• Attractive remuneration according to the level of experience and study
• A company restaurant;
• A 50% reimbursement of public transport;
• A company mutual fund covered at 50%;
• Teleworking: 1 day/week;

The position is based in Cestas (near Bordeaux), at 23 chemin de Marticot:
• Accessible by motorway exit 25 from the A63 (car and two-wheeler parking on site)
• From Bordeaux center in 20-25 min: by TER 12 min Bordeaux St-Jean - Cestas-Gazinet and 10 min by bike/scooter to access the campus on an off-road bike path.
• From Pessac - Unitec stop via the Transgironde 602: Marticot stop: 20min

We look forward to your application!

Réf 22-073

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