Cloud Support Consultant

Descripción del puesto:

Public Cloud Support Consultant H/F/N

Within your #OneTeam

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.

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

In 6 months

* * 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 and English. >B2You 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 systemsYou are familiar with the principles of networks, DNS, Firewall...

* You have good writing skills and good oral communication skills

* You have a good spirit of analysis and synthesis

* 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

* Fluent French is mandatory; English - basic skills or the desire to learn

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