Cloud Support Expert

We build. We create impact. 

As a Cloud Support Expert you will be responsible for providing technical support and guidance to our customers. This role involves troubleshooting issues providing timely resolutions and ensuring customer satisfaction. The ideal candidate will have a deep understanding of SaaS products excellent problemsolving skills and the ability to communicate complex technical concepts to nontechnical users.

Our teams build and maintain our SaaS application which manages more than 100 million IoT devices in more than 25.000 stores in 24/7. We are processing more than 200 million of data change every day. Our target for 2027 is to manage 1 billion IoT devices. Reporting directly to the Head of Cloud Operations youll have the following missions:

Customer Support and Technical Troubleshooting

• Troubleshoot and resolve customer issues related to the SaaS platform.
• Provide status feedback and reports to customers.
• Guide customers through technical problems and ensure they are fully resolved within SLAs.
• Use debugging tools logs and error reports to identify and fix problems.
• Diagnose and resolve technical issues working closely with the development team when necessary. Escalate issues to the appropriate teams and with enough details when needed.

Monitoring and System Performance

• Actively monitor the performance and health of the SaaS platform using monitoring tools and dashboards.
• Identify and respond to system alerts performance degradation or potential downtime events.
• Collaborate with the Cloud Engineer and Infrastructure teams to ensure optimal system performance and uptime.
• Provide proactive communication to customers in case of any identified issues that might impact their service.
• Identify possible improvements and bottlenecks.

Customer Success

• Provide proactive support to customers to help them use the product effectively.
• Conduct training sessions and webinars for customers on product features and updates.
• Gather and relay customer feedback to the product team for continuous improvement.

Documentation and Reporting:

• Create and maintain detailed documentation of customer issues and resolutions.
• Contribute to the development and maintenance of the knowledge base.
• Report recurring issues and trends to the product and development teams.

 Continuous Improvement:

• Stay updated with the latest product features updates and best practices.
• Participate in team meetings and contribute to process improvements.
• Help to improve support tools and systems to enhance efficiency and customer satisfaction.

Qualifications :

Qualifications were looking for.   

• Experience:
  • 3 years of experience in a customer support role preferably in a SaaS environment.
  • Proven experience troubleshooting technical issues in a SaaS platform.
• Technical Skills:
  • Strong understanding of SaaS products cloud technologies and webbased applications.
  • Familiarity with APIs integrations and general cloud technologies.
  • Experience with Microsoft Azure tools resources and services.
  • Experience with support tools such as Jira.
  • Experience with logs analysis through tools such as Sumologic or Azure Application Insight.
  • Basic knowledge of SQL and database management.
  • Familiarity with DevOps practices and containerized services (e.g. Docker Kubernetes).
  • Scripting capabilities (PowerShell) would be a plus.
• Soft Skills:
  • Excellent verbal and written communication skills.
  • Strong problemsolving skills with a customercentric approach.
  • Ability to explain technical concepts to nontechnical users clearly and concisely.
  • High level of patience empathy and attention to detail.
  • Mastering French German or Spanish would be a plus
• Education:
  • Bachelors or masters degree in computer science Information Technology or a related field.

We innovate. We help communities thrive. 

VusionGroup has an international presence in 19 countries. In joining us youll be part of a globally distributed team of intellectually curious committed and collaborative coworkers.  

The work is fast paced challenging and ambitious. Here you will feel valued for your contributions as we reinvent modern commercetogether.  

We feel supported. You will too.  

VusionGroup is a place where people feel safe happy and respected. We offer programs and benefits to support you in whatever comes next in your life including: 

• Generous paid time off (PTO):  35 days PTO to enable work/life integration and promotes a culture of trust.
• Health & Wellness: Eligibility for healthcare benefits begin day one plus retirement savings plans.
• Financial future: While retirement savings plans vary by country we help you plan for your future.
• FamilyFirst Support: Navigate family challenges with our assistance securing time for both your loved ones and selfcare.
• Hybrid work: Find your balance with two days working from home three days in the office plus the freedom to work anywhere for up to two weeks a year.
• Time off to volunteer and give back to your community.
• Career Growth: Elearning opportunities and workshops and global mobility potential  
• Commute benefits: up to $100/month per employee for commuting expenses.
• Philanthropy: Our company matches employee donations up to $500 per year for causes close to your heart. 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Fulltime