Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

Technician Customer Care Elite

Scaleway

OUR STORY:   🇪🇺 Join Scaleway and shape the sovereign cloud of tomorrow ! Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.   Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.   With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.   Every day, thanks to our fast-growing portfolio of cloud and AI products (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves thousands of customer across the private and public sector, from corporations like France Télévisions or Hachette Livre, to fast-growing startups like Photoroom and Biolevate, to institutions like the City of Copenhagen.   📍 Our offices are located in Paris, Lille, Toulouse, Rennes, Rouen, Bordeaux and Lyon.   WHY WE NEED YOU? Our growth is driving us to strengthen our Elite Support team to ensure a reliable support experience for our premium accounts (Business, Enterprise, Silver, Gold, and Dedibox VIP) as we scale our 24/7 service infrastructure. Your mission will be to take ownership of and resolve high-priority incidents reported by our premium clients. You will be on the front line to guarantee strict adherence to our service level commitments (SLAs and initial response times), maintain high customer satisfaction (CSAT), and build long-term trust with our most strategic accounts. YOUR FUTURE TEAM You will join a close-knit, international team of 9 people. The Elite Support team operates under a 24/7 shift system to guarantee continuous reactivity for our strategic enterprise clients. Mutual aid is our golden rule; we never leave a colleague handling a critical incident alone. We look at mistakes as collective learning opportunities. When premium traffic allows, the team steps up to handle tickets picked up or escalated by Level 1 and Level 2 support teams across all cloud products, applying the same high standards of customer satisfaction (CSAT) to every user.   YOUR DAILY ROUTINE (Tasks) Prioritize, investigate, and resolve critical and complex incidents raised by VIP and premium business accounts. Ensure strict compliance with response times and service level agreements (SLAs). Communicate clearly and transparently with both French and English-speaking customers, keeping them informed and reassured even under pressure. Handle issues directly for premium clients, process internal escalations coming from Level 1 and Level 2 teams, and route unresolved technical issues to Level 3 or specialized teams (Dev, Product, Infra, Billing, etc.). Follow a 24/7 rotational shift system (6am-2pm, 10am-6pm, 2pm-10pm, and 10pm-6am). Provide temporary support to Level 1 and Level 2 engineering teams across the broader product catalog when premium channels allow, keeping CSAT at the heart of every interaction. Find and apply quick workarounds during critical incidents to safely restore client operations as fast as possible. Document system incidents, technical discoveries, and support processes to enrich the collective knowledge base. Actively participate in mentoring new team members and supporting internal continuous training initiatives.   ABOUT YOU HARDSKILLS: Cloud Architecture Foundations: 2-3 years of experience supporting or deploying complex Cloud architectures (IaaS/PaaS). Technical Ecosystem: Hands-on experience or solid understanding of Linux systems, networking, APIs, virtualization, and databases (Kubernetes, Terraform, and container technologies are highly valued). Incident Management: Strong familiarity with SLA enforcement, major incident management frameworks, and executing technical workarounds under pressure. Support Tooling Ecosystem: Experience navigating ticket platforms, monitoring tools, and collaborative setups (e.g., Jira, Deskpro, Diabolocom, Slack). Language Proficiency: Fluency in English and French, with the ability to communicate accurately both verbally and in writing. SOFT SKILLS: Premium Customer Care: Deep commitment to customer satisfaction (CSAT culture) for both strategic accounts and standard workflows. You know how to stay calm, professional, and reassuring during high-stress production crises. Structured Communication: Ability to break down and communicate complex technical concepts clearly and concisely to premium client stakeholders. Analytical Thinking & Methodology: High rigor in diagnosing system failures, tracking execution procedures, and logging technical statuses. Team Synergy & Collaborative Spirit: A natural disposition to share knowledge, pass over shift handoffs cleanly, and partner with TAMs, Sales, and Product units. Troubleshooting & Curiosity: You love to dig deep into systems, investigate complex bugs autonomously, and keep up with rapid cloud/AI market developments.   WHAT YOU WILL FIND AT SCALEWAY ++++ Onboarding & Training: A complete 5-week training period is provided in full on-site presence. You will remain on standard office hours shifts for at least your first 2 months to ensure a smooth integration. Hybrid work: We offer up to 3 days of remote work per week. (Note: Hybrid schedules apply to standard daytime windows. Shifts covering 10am-6pm and 2pm-10pm are handled on-site at our Paris office, while early and night shifts are done remotely). Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities. Dining: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches. Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life. International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French. Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.   🚀 Why join the Scaleway adventure? ✔ A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI. ✔ A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges. ✔ Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.   🔜 THE NEXT STEPS … Screening Call with our recruitment team (30 min) Interview with Elite Support Manager & Elite Support Technician from the current team, including support/technical scenarios to understand your technical skills and approach to the role (1h 15 min total) Interview with the Head of Support to deepen discussions and assess your fit with the team (45 min) Final Meet & HR sync to tour our offices and meet your future colleagues

Staff Software Engineer, Community Support Engineering

Airbnb

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. THE COMMUNITY YOU WILL JOIN: Providing world-class customer service for our community of guests and hosts is a critical mission at Airbnb. The Ambassador Routing & Channels (ARC) team sits within Airbnb Community Support and is responsible for powering intelligent, differentiated service experiences, ensuring every support request, across any channel, is addressed by the right expert at the right time. Our work directly drives faster resolutions, higher quality interactions, and exceptional customer satisfaction at scale. THE DIFFERENCE YOU WILL MAKE: As a Staff GenAI Backend Engineer on the ARC team, you will drive meaningful impact across our core routing and differentiated service programs: * Lead engineering delivery on strategic programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities. * Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions. * Drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system. * Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience. * Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making. * Play a critical role in building the team's technical depth by actively mentoring junior engineers, setting clear growth expectations, and driving a culture where engineers consistently level up. A TYPICAL DAY: * Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness for routing and differentiated service experiences. * Lead and contribute across the full development lifecycle: technical design, implementation, testing, experimentation, and production deployment. * Champion a culture of engineering excellence by role modeling best practices in design, code quality, and cross-functional collaboration, and creating an environment where engineers at all levels continuously grow. * Participate in on-call rotations, incident response, and post-mortems to ensure the reliability of routing infrastructure serving millions of Airbnb guests and hosts. * Engage in sprint planning, backlog grooming, and design doc sharing sessions to keep ARC's delivery on track. * Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency across AI-driven routing workflows. * Collaborate with cross-regional engineering partners to align on shared routing capabilities and drive consistency across global support operations. YOUR EXPERTISE: * 9+ years of software development experience in service-oriented architectures and backend development. * Expertise in workflow optimization and backend systems, with a focus on scalable and flexible architecture. * Expertise in designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios. * Expertise of RAG patterns, memory routing, and agent planning. * Proficiency in crafting backend systems focusing on technical quality, efficiency, and resilience. * Excellent collaboration and communication skills to work effectively across teams and domains. * Passion for agile development, system optimization, and team productivity enhancements. * Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, or equivalent practical experience. Your Location: This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list . If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. Our Commitment To Inclusion & Belonging: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.  We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. How We'll Take Care of You: Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.   Pay Range $204,000—$255,000 USD

SAP Utilities Delivery Manager

Evora IT Solutions

WHO WE ARE Evora IT Solutions is an international software manufacturer & IT service provider. We are a trusted partner for innovative digital maintenance and service solutions for global and regional customers in North America, Europe, Asia & Pacific. Based on the cutting-edge technologies of SAP and ServiceNow, we implement integrated asset management, field service management, planning & scheduling, and mobile solutions.   We are seeking an SAP Utilities Delivery Manager to lead the delivery and execution of SAP projects for customers. This role uses in-depth knowledge of SAP best practices, utilities industry standards and systems expertise to guide client implementations. You will work closely with our clients, developers, and other stakeholders to define requirements, design solutions, architecture and lead the implementation SAP based solutions for Utilities including CR&B, EAM, Mobility & Scheduling.  WHO WE ARE LOOKING FOR * Lead the end-to-end delivery and execution of SAP projects for customers, using best practices, ensuring on-time and on-budget delivery and customer satisfaction. * Participate in presales activities with customers to support potential SAP opportunities. Provide input into creating detailed Statements of Work * Lead workshops as the subject matter expert for utility-specific business processes * Create and maintain project documentation, including Business Process Documents (BPD’s), and Functional Specifications for SAP Plant Maintenance / Work Management / Mobility / Scheduling processes based on business requirements. * Perform Functional Unit Testing for developed FRICEW objects and work with onshore and offshore developers to resolve defects. * Analyze end-to-end complex business processes and information needs for multiple business areas * Provide Incident Response and end-user support. WHAT YOU BRING * At least 10 years of utilities industry, technology, and services experience * Functional knowledge of SAP ISU / CR&B implementations. Configuration experience preferred. * Experience in integration of Plant Maintenance (PM) with SAP Financial Accounting (FI), Project Systems (PS), Sales & Distribution (SD), and Materials Management (MM) * Experience with SAP and/or 3rd party mobile & scheduling applications (SAP Field Service Management, SAP Service and Asset Manager, SAP Work Manager, ClickSchedule ,ClickMobile, Click FSE, etc.) preferred. * Experience transforming business requirements into project requirements and deliverables. * Strong planning, management, problem solving, and leadership ability. * Ability to prioritize and coordinate multiple work streams in a constantly changing work environment. * Bachelor’s degree in technical area preferred. WHAT WE OFFER * Training & Development Programs (Learning Credits Available for Certifications) * Competitive Paid Time Off Benefits   * Competitive Salary & Incentive Compensation Program   * Healthcare Plan (Medical, Dental & Vision)   * 401(k) with Employer Match   * Ongoing training and professional development opportunities. * Annual company trips in the United States and Globally * High autonomy with the possibility to implement topics holistically and independently