Vates is a French software company specializing in virtualization, offering a credible alternative to proprietary solutions on the market. Our Vates VMS solution enables companies to manage their IT infrastructures in a simple, efficient, and controlled way.
In a context of strong growth and international development, VATES is strengthening its Support team!
We are looking for a Technical Support Specialist to support our customers in using our open-source virtualization solutions and help deliver a high-quality technical support experience.
Join a passionate team at the heart of a fast-evolving technology environment !
Your Responsabilities
- Provide high-quality technical support: diagnose and resolve issues related to our virtualization solution (hypervisor, API, storage, network, etc.), manage tickets in the dedicated tool, meet SLA requirements, and support contract-based clients in English.
- Collaborate with internal teams and contribute to continuous improvement: escalate complex incidents to R&D, identify bugs, improve support processes, and enhance both internal and external technical documentation.
- Contribute to knowledge sharing: occasionally train clients and partners, deliver solution demonstrations, and share best practices.
- Technical troubleshooting: ability to diagnose and resolve issues across systems, applications, and infrastructure.
- Operating systems knowledge: strong understanding of Linux and/or Windows environments.
- Networking fundamentals: knowledge of TCP/IP, DNS, DHCP, VPN, firewalls.
- Virtualization technologies: experience with hypervisors (e.g., VMware, Xen, KVM).
- Scripting basics: ability to read/write scripts (Bash, Python, PowerShell) for automation or diagnostics.
- API understanding: ability to use and troubleshoot REST APIs (requests, authentication, responses).
- Database basics: understanding of SQL and database troubleshooting.
- Cloud and infrastructure knowledge: familiarity with cloud platforms (AWS, Azure, GCP) and infrastructure concepts.
- Ticketing tools: experience with tools like Jira, Zendesk, ServiceNow.
- Monitoring and logging tools: ability to analyze logs and use monitoring solutions (e.g., Grafana, Prometheus).
- Documentation skills: ability to write clear technical documentation and user guides.
- Security basics: understanding of access control, encryption, and general security best practices.
At VATES, you will find a flexible work environment, a supportive and approachable team, and a role that makes a real impact on a daily basis.
Location & US Time Zone :
This is a remote position and requires candidates to be based in a time zone compatible with US business hours.
Benefits
- Comprehensive medical, dental, and vision coverage through UnitedHealthcare, effective one month after your hire date. (Employees contribute 20% of the monthly premium.)
- Employee Savings Plan
- 10 company holidays per year, plus 10 days of paid annual leave during your first year of employment. After your first work anniversary, your annual leave entitlement increases to 15 days.
- 100% remote work
Requirements
Are you passionate about technology, enjoy solving complex problems, and value customer interaction? Would you like to work in an international, open-source environment ?
Don’t hesitate to apply !
The ideal candidate profile is oriented towards candidates holding a Bachelor’s degree to a Master’s degree in Computer Science, software engineering, software development, or information systems. Or several years of experience without degree.
A professional experience within an open source environment is appreciated.
Fluent English.
This is a remote position and requires candidates to be based in a time zone compatible with US business hours.
