Technical Support Specialist (US Time Zone)

• 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., Are you passionate about technology, enjoy solving complex problems, and value customer interaction? Would you like to work in an international, open-source environment ?, 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.

• Meal vouchers

• Health insurance coverage funded at 50% by the company

• Benefits provided by the Works Council (employee discounts, cinema tickets, etc.)

• Employee savings plan (PEE)

• Profit-sharing scheme

• Annual bonus

• 100% remote work

As part of our diversity and inclusion policy, this position is open to all candidates, regardless of gender.

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 !, Vates is a French software company specializing in Open Source and virtualization, with a strong commitment to open and collaborative development. Our main projects, Xen Orchestra and XCP-ng, cover the entire virtualization stack - from the hypervisor (Xen) and the virtualization platform (XCP-ng) to virtual machine management and backup (Xen Orchestra).

Our team is distributed across several countries and fully embraces remote work, with transparent working methods and accessible communication channels. At Vates, we are driven by a people-centered company culture focused on kindness, inclusivity, and a flat organizational structure. Every team member is encouraged to contribute ideas, make decisions, and grow with the company.

Our Open Source model is at the core of everything we do - not only in our code, available on GitHub and GitLab, but also in our collaborative approach with the community. We believe in an “upstream first” philosophy, and we dedicate our expertise and resources to fundamental projects such as Xen, while supporting contributors of all levels in joining us on this journey.