Technical Support Engineer

S3NS Cloud Operations Support

S3NS is born from the industrial partnership between Thales, a global leader in cyber security, and Google Cloud, a global leader in cloud solutions. Our ambition is to offer the best of both worlds to all organizations concerned with protecting their sensitive data (public institutions, IOV, OSE…). That is a solution equivalent to Google Cloud Platform (including both IaaS and PaaS services of GCP) and respecting the requirements of the SecNumCloud label.

A first offer, 'Local Controls with S3NS', has been available since February 2023 to allow our clients to benefit from a first level of transparency and additional controls, and to accelerate the trajectory towards the trusted cloud.

By integrating the S3NS operations team, you will accompany and ensure the satisfaction of our clients who have chosen to move towards the trusted cloud. You will receive client assistance requests and initiate a discussion with them allowing the exchange of necessary information to understand and resolve cases and/or incidents.

Our intermediate offer 'Local Controls with S3NS' implements additional controls (in particular data encryption) on client solutions deployed in Google Cloud, relying on Thales' expertise in data security.

Note that a training on Google Cloud Public products will be included in your integration journey at S3NS.

The Missions:

• Provide level 2 support, identify and resolve anomalies to effectively respond to S3NS client questions or problems in compliance with the SLA.
• Communicate and follow up on incidents both externally with the client and internally with level 3 teams.
• Develop a solid knowledge of GCP technology and architecture and related products, as well as in computer security.
• Work in a team providing 24/7 customer support, sometimes requiring on-call duty outside of standard working hours and on weekends.
• Contribute to the improvement of cross-functional projects (anomaly tracking tool, situation report, knowledge sharing, analysis tool, organizational issues…).
• Understand client issues and be able to defend their needs with S3NS and Google product and operational teams to improve our offerings.

In the context of the qualification SecNumCloud of our services, delivered by the ANSSI, this position is subject to enhanced security requirements. The selected candidate will be subject to a background check conducted by our services, in accordance with our Personnel Security Policy.

Your Profile:

• Do you have at least 3 years of experience in customer support or system integration?
• Do you have excellent communication skills and a true sense of relationship management?
• Are you an excellent problem solver and can you work under pressure while demonstrating rigor and precision?
• Do you have mastery of Linux/Unix operating systems, networks, security, scripting languages (shell), log analysis, and databases?
• Do you have solid knowledge of system monitoring tools, logs, and automation?
• Do you have knowledge of public cloud services (e.g., GCP)?

The Team's Message:

Join our team to be at the heart of the client relationship. Your expertise will be the key to ensuring the satisfaction of our clients in their transition to the Trusted Cloud. If you are passionate about solving complex problems and client contact, your place is among us.