IT Support Engineer

About this role

We are revolutionizing the cloud services landscape by providing top-tier cloud solutions tailored for Small and Medium-sized Enterprises. As a Partner Success Engineer, you will be at the forefront of our customer interactions, ensuring that our partners receive the highest level of support and guidance throughout their journey with us. This role is crucial to our success as it directly impacts customer satisfaction, retention, and growth.

We are looking for a technically skilled individual who is also personable, flexible, and empathetic. We want a Success Engineer who can take care of our partners and is willing to help, explain, and teach, making the experience with our technical team unique. We are seeking someone who not only resolves tickets but also helps the partners understand and get the most out of the platform by showing proactivity and a desire to contribute.

If you are passionate about cloud technology, customer success, and solving complex challenges, we'd love to hear from you

You will

• Provide exceptional support:
  Assist partners with technical issues related to our cloud services, ensuring timely and effective resolution.
• Onboard new partners:
  Guide new partners through the onboarding process, ensuring a smooth transition and understanding of our platform.
• Act as a liaison:
  Work closely with our sales, product and engineering teams to relay customer feedback, issues, and suggestions for continuous improvement.
• Monitor and improve:
  Track partners satisfaction metrics and work proactively to improve the overall customer experience.
• Troubleshoot technical problems:
  Diagnose and solve complex technical issues, leveraging your knowledge of cloud services and infrastructure.
• Document solutions:
  Maintain clear and accurate documentation of support cases, solutions, and best practices.
• Educate and empower:
  Conduct training sessions, webinars, and provide resources to help partners maximize the value of our services.

Languages

• Fluency in
  French native and English
  is required; proficiency in additional languages (Spanish, Portuguese) is highly advantageous.

What We Are Looking For

• Experience:
  3+ years in a technical support or customer success role, preferably within the cloud services or technology sector.
• Problem-solving mindset:
  Ability to diagnose complex issues and provide effective solutions quickly and efficiently.
• Communication:
  Excellent verbal and written communication skills in French, with the ability to explain technical concepts even to non-technical audiences.
• Customer-focused:
  A passion for helping partners and ensuring their success with our platform.
• Adaptability:
  Comfortable working in a fast-paced, startup environment where priorities can shift rapidly.
• Team player:
  Collaborative mindset with the ability to work cross-functionally within the company. We're looking for a person who's willing to contribute and thrive in an open culture based on communication and continuous improvement.
• Education:
  A degree in Computer Science, Information Technology, or a related field is preferred but not required. An individual passionate about IT and eager to keep learning
• Technical skills:
  Strong understanding of cloud computing, networking, and virtual infrastructure. Familiarity with platforms such as AWS, Azure, or Google Cloud is a plus.
• Proficiency with
  Windows Server environments
  and its main services. Microsoft Certifications (MCP, MCSE) would be beneficial as well.
• Knowledge of
  Linux system administration
  , LPIC-1, LPIC-2 or equivalent are a plus.
• Experience working with
  Jira/Confluence
  is a clear asset.
• Experience with Hypervisors:
  VMWare, Hyper-V, etc
  .
• Knowledge of
  LAN/WAN
  , VPNs, and network security best practices.
• Cisco
  Certs (CCNA, CCNP) and/or
  CompTIA Network+
  are desirable.