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 rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME.

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

WHY WE NEED YOU ?

Our growth is driving us to strengthen our Support team to improve process efficiency and knowledge transfer across teams.

Your mission will be to create and structure internal processes for the Support team while ensuring seamless information transition between Product, Engineering, and Support, in order to elevate the quality and speed of support and enhance Scaleway’s documentation internally and externally.

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 working closely on technical support process improvements. The team is currently focused on refactoring public documentation and strengthening the connection between Support and Product/Engineering teams across all products.

YOUR DAILY ROUTINE :

Tasks:

- Create and deploy internal processes to improve the efficiency of the Support team.

- Analyze tickets and recurring issues to identify improvement areas and necessary escalations.

- Draft, update, and structure public documentation and internal knowledge bases.

- Collaborate with Engineering and Product teams to ensure alignment on process and technical escalations.

- Review exports and ticket data to detect bugs and proactively propose process improvements.

- Contribute to onboarding processes by creating clear and scalable documentation.

- Ensure smooth knowledge transfer between Support and Product/Engineering teams.

- Occasionally assist on high-value or complex customer escalations requiring process analysis.

- Actively contribute to building a scalable support model across Scaleway’s cloud and bare metal products.

ABOUT YOU: 

🎯 Soft Skills :

1️⃣ Autonomy: You manage your scope independently

2️⃣ Communication: You connect teams efficiently

3️⃣ Pedagogy: You simplify complex topics clearly

4️⃣ Problem-solving: You clarify and resolve issues

5️⃣ Motivation: You drive initiatives consistently

🛠 Hard Skills :

1️⃣ Process Design: You build clear, scalable workflows

2️⃣ Documentation: You formalize valuable team knowledge

3️⃣ Technical Support: You prioritize and solve incidents

4️⃣ Ticket Analysis: You identify recurring needs fast

5️⃣ Mac/Linux: You handle diverse environments confidently

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 …

HR interview (30 min)

Technical interview to understand your technical skills and approach to the role (45 min)

Use case interview to validate your expertise (1h)

Team fit interview to deepen discussions and assess your fit with the team (45 min)

On-site visit to tour our offices and meet your future colleagues

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.