Manager Cloud Support

Manager Cloud Support

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 rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME. Our offices are located in Paris, Lille, Toulouse, Bordeaux, Rouen, Rennes, and Lyon.

Why We Need You

Our Support organization is expanding fast to meet the growing needs of Scaleway's clients. We're now looking for a Cloud Support Manager to lead one of our squads—a team of talented support engineers dedicated to delivering high-quality customer service and operational excellence. Your role is to manage people and performance: you'll develop your team, follow operational KPIs, and ensure that processes scale efficiently as we continue to grow. You'll act as a bridge between your squad, other support teams, and Scaleway's business and technical departments. Your mission: grow, guide, and empower your team to provide the best experience to our customers while continuously improving our operations and results.

Your Future Team

You'll join the Customer Support department, currently composed of several squads working in close collaboration. Each squad is autonomous and operates in rotating shifts to ensure continuous service coverage. Your own squad currently counts nine members—with plans to grow to 11 in the coming months. You'll report directly to Aymeric Maignan and work closely with peers across all company departments (Engineering, Sales, Product, Operations).

Your Daily Routine

As a Support Squad Manager, your day-to-day responsibilities will include:

• People management & development: Coach, mentor, and support your team members in their day-to-day work. Conduct regular 1:1s, identify growth opportunities, and foster continuous learning.
• Operational performance: Monitor activity levels, follow key KPIs and business metrics (production, quality, C.A). Ensure smooth daily operations and proper shift coordination. Identify and implement process improvements to boost team efficiency.
• Cross-functional collaboration: Act as the link between your squad and other departments. Share feedback from the field to improve products, tools, and workflows.
• Customer focus: Support your team in resolving complex or critical client requests. Maintain a culture of empathy, professionalism, and service excellence.

About You

Required Experience & Skills

- Proven experience in team management within a technical or customer-facing environment.

- Ability to combine people leadership with operational rigor.

- Solid understanding of the production environment, technical concepts related to cloud, hosting, or IT support.

- Proficiency with Lucca, Excel, SQL, ticketing, and phoning tools.

- Strong analytical mindset and ability to interpret data and drive performance.

- Proficient in English.

Soft Skills

- Empathy & Pedagogy – You understand people, guide with patience, and develop their potential.

- Leadership & Adaptability – You inspire, empower, and drive collective performance.

- Team Spirit & Collaboration – You build trust and foster open communication.

- Calm & Composure – You manage pressure and support your squad in complex situations.

What You Will Find At Scaleway

Hybrid Work – Up to 3 days of remote work per week.

Modern Offices – Inspiring workspaces with terraces, close to public transport.

Healthy Food – Chef-cooked meals at HQ, breakfast across sites, and a Swile card for regional Scalers.

Well-being – Gym access, childcare solutions, and employee support programs.

International Culture – A diverse environment where English and French are both spoken daily.

Career Growth – Mobility opportunities within Scaleway and the Iliad Group.

Why Join Scaleway

Lead with purpose – You'll build and guide a high-performing team at the heart of customer success.

Drive impact – Your leadership will directly shape our support organization and customer satisfaction.

Collaborate globally – Work cross-functionally with experts in cloud engineering, operations, and product.

Grow sustainably – Be part of a company committed to a responsible, renewable-powered cloud.