Cloud Support Consultant M/F/X

Your main responsibilities:
• Answer questions from multi-channel customers by qualifying their needs
• Develop a first technical diagnosis and provide solutions to incidents encountered by users
• Identify, detect incidents and quickly provide a technical and/or commercial solution
• Provide remote technical assistance by adapting to the level of knowledge of your interlocutors
• Guide the user to solve the problems encountered

Your future impact

Attached to the Team Leader, you will be in charge of assisting our customers in the use of our OpenStack-based products. You will be the privileged interlocutor of our customers and will contribute to the optimization of customer satisfaction by providing them with quality technical advice

In 6 months, you will have accomplished
• Good interpersonal skills and a desire to deepen the customer’s needs.
• Answer questions from multi-channel customers by qualifying their needs.
• Develop a first technical diagnosis and provide solutions to incidents encountered by users.
• Identify, detect incidents and quickly provide a technical and/or commercial solution.
• Discover and understand our Cloud products and technology associated (be part of training sessions).
• Manage and follow our TOP customers for Public Cloud products.
• Master the OpenStack environment and the products associated to it.
• Learn OVHCloud organization and deal with our internal and external processes.

And in 1 year you will have mastered
• Guide the user to solve the problems encountered
• Manage and monitor customer procedures with the various internal departments: technical, commercial
• Contribute to the drafting of procedures and various documentation.
• Participate and manage different projects
• Report technical issues and anomalies to the various departments.
• Have ability to manage top customers (High levels of Support)
• Be an expert on one or more OpenStack-based products (Compute, Kubernetes, Databases, AI…).
• Participate to technical onboarding calls to boost the adoption.
• Be part of the Product Launch process.
• Animate our digital presence.
• Participate to events/webinars.
• Be able to provide advanced Advisory Services to the customers on specific topics (Networking, Firewalling…).

Skills required :

• You have a BAC+2 degree in computer science
• You have experience on a similar position in an IT environment
• You are fluent in Spanish and English. >B2
• You have the basic knowledge of Cloud products
• You have a solid knowledge of virtualization environments: OpenStack, Kubernetes…
• You are experienced in the use of Windows Server and Linux operating systems
• You are familiar with the principles of networks, DNS, Firewall…
• You are curious about new technologies
• You have good writing skills and good oral communication skills
• You have a good spirit of analysis and synthesis
• You are recognized by your entourage for your rigor and your organization
• You have the ability to manage your stress in all situations
• With a strong sense of service, you wish to have a positive impact on your internal and/or external contacts
• You are open to the world and working in an international context is an important aspect for you
• You are autonomous and able to work in a fast-moving environment