Cloud Support Consultant

Cloud Support Consultant

Within your #OneTeam

• You'll join OVHcloud, a leading European cloud and hosting provider with a global footprint
• You'll be the main point of contact for our key accounts, helping them get the most out of our cloud products (primarily VMware/HPC and bare-metal infrastructure)
• You'll build technical depth in virtualisation, networking, Linux, Windows, disaster recovery and hyper-converged infrastructure through continuous training
• You'll work hand in hand with our Product, Sales and Professional Services teams, in a team-first culture where helping a colleague solve a tricky ticket is as valued as solving your own

Who we're looking for:

More than a finished skillset, we're looking for people who are genuinely curious about how cloud infrastructure works, and energized rather than intimidated by an industry that never stops moving. You're a good listener with a strong service spirit, at ease in customer-facing situations, and you care about getting it right for the customer. If you enjoy collaborating and want to keep learning for the long run, the technical depth will come - we'll help you build it.

Your main responsibilities:

• Handle support tickets and enquiries from our key account clients regarding cloud products (primarily VMware/HPC and bare-metal infrastructure)
• Monitor tickets and assign them according to their complexity and the responsibilities set out in the Service Level Agreement (SLA)
• Explore and implement solutions to the issues encountered by clients, liaising with them to ensure the solutions are effectively deployed
• Communicate with, monitor and escalate client and partner enquiries based on their feedback, keeping customers informed from first contact to resolution
• Work in collaboration with our Product, Sales and Professional Services teams to deliver the right expertise at the right time
• Actively participate in continuous training on OVHcloud technologies: virtualisation, networking, Linux, Windows, disaster recovery and hyper-converged infrastructure
• Contribute to the continuous improvement of OVHcloud's processes and services

Your future impact

In 6 months, you will:

• Have become autonomous in recognizing and troubleshooting common cloud-related issues for our key accounts
• Have built a solid understanding of our cloud product portfolio - VMware/HPC and bare-metal - and of the SLAs and customer needs behind it

In 1 year, you will have:

• Mastered delivering nuanced, complex resolutions to customers
• Developed strong technical expertise in virtualisation, networking and cloud infrastructure through our dedicated training programs
• Grown into someone teammates and key accounts rely on for both technical judgment and collaborative spirit

What matters most to us:

• A B2 level of English (or better) to support a diverse client base and take part in day-to-day communications within the company - additional languages are a plus :Italian/Spanish
• A genuinely curious, open mindset: someone who wants to understand why things work, not just follow a script
• Strong team spirit and a service-first attitude: you're a good listener, keen to help customers and ensure a high level of satisfaction
• Comfort with ambiguity and change - this industry evolves fast, and we're looking for people who find that exciting
• Excellent communication skills: clear, empathetic, and confident under pressure, at ease in all customer-facing situations

Technical grounding (we'll build on this, no need to check every box):

• Prior experience in technical and cloud-based customer support
• Familiarity with service ticketing systems such as ServiceNow, Zendesk or JIRA
• Familiarity with cloud products, dedicated/bare-metal servers, VMware/HPC and virtualisation is a strong plus
• Comfort with, or willingness to quickly learn, IT fundamentals: Linux, Windows, networking, disaster recovery and hyper-converged infrastructure

Our contratto collettivo: CCNL Terziario Distribuzione e Servizi.

Salary for this position will start at 24K euros yearly salary.

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