Technician Customer Care Elite

WHY WE NEED YOU?

Our growth is driving us to strengthen our Elite Support team to ensure a reliable support experience for our premium accounts (Business, Enterprise, Silver, Gold, and Dedibox VIP) as we scale our 24/7 service infrastructure. Your mission will be to take ownership of and resolve high-priority incidents reported by our premium clients. You will be on the front line to guarantee strict adherence to our service level commitments (SLAs and initial response times), maintain high customer satisfaction (CSAT), and build long-term trust with our most strategic accounts.

YOUR FUTURE TEAM

You will join a close-knit, international team of 9 people. The Elite Support team operates under a 24/7 shift system to guarantee continuous reactivity for our strategic enterprise clients. Mutual aid is our golden rule; we never leave a colleague handling a critical incident alone. We look at mistakes as collective learning opportunities. When premium traffic allows, the team steps up to handle tickets picked up or escalated by Level 1 and Level 2 support teams across all cloud products, applying the same high standards of customer satisfaction (CSAT) to every user.

 

YOUR DAILY ROUTINE (Tasks)

• Prioritize, investigate, and resolve critical and complex incidents raised by VIP and premium business accounts.

• Ensure strict compliance with response times and service level agreements (SLAs).

• Communicate clearly and transparently with both French and English-speaking customers, keeping them informed and reassured even under pressure.

• Handle issues directly for premium clients, process internal escalations coming from Level 1 and Level 2 teams, and route unresolved technical issues to Level 3 or specialized teams (Dev, Product, Infra, Billing, etc.).

• Follow a 24/7 rotational shift system (6am-2pm, 10am-6pm, 2pm-10pm, and 10pm-6am).

• Provide temporary support to Level 1 and Level 2 engineering teams across the broader product catalog when premium channels allow, keeping CSAT at the heart of every interaction.

• Find and apply quick workarounds during critical incidents to safely restore client operations as fast as possible.

• Document system incidents, technical discoveries, and support processes to enrich the collective knowledge base.

• Actively participate in mentoring new team members and supporting internal continuous training initiatives.

ABOUT YOU

HARDSKILLS:

• 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 (Kubernetes, Terraform, and container technologies are highly valued).

• 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