AI Engineer – Customer Support Operations

At Scaleway, customer experience is at the heart of what we do.

To keep raising the bar, we are looking for an AI Tooler dedicated to Customer Support Operations. Your mission will be to help our Customer Care teams become more efficient, improve productivity, and ultimately deliver an outstanding experience to our clients.

Concretely, you’ll design and deploy AI tools that classify tickets, assist agents in writing answers, summarize conversations, and analyze support data. By doing so, you will play a key role in making our customer interactions smoother, faster, and smarter.

You’ll be part of the AI Tooling team, a group of engineers passionate about turning the latest AI breakthroughs into real business impact. Each AI Tooler is embedded into a process or a team to stay close to the challenges they solve.

For this role, you will work closely with the Customer Care team (mainly based in Paris) and report directly to the VP Customer Care. You’ll be the go-to AI Tooler for Customer Support, while also exchanging best practices with other AI Toolers across Scaleway. Your daily partners will be support agents and managers, all aligned on one goal: building a world-class customer experience.

• Build and deploy AI solutions to classify incoming support tickets.

• Create smart assistants that help agents craft clear and efficient answers.

• Develop tools to summarize conversations and tickets for faster resolution.

• Run data analyses (qualitative and quantitative) to spot trends and improvement areas.

• Collaborate with Customer Care teams to integrate AI seamlessly into their workflows.

• Work hands-on with tools like Deskpro, Salesforce Extract, Jira, Confluence, Tableau, and Excel.

• Data Scientist / AI Engineer with 2+ years of experience (excluding internships), ideally on LLM-based projects.

• Proficiency in Python (ML pipelines, FastAPI, Scikit-learn, NumPy, Pandas, etc.).

• Strong knowledge of LLMs, their limits, and how to integrate them in agent-based systems.

• Experience with frameworks such as LangChain or LlamaIndex.

• Familiarity with RAG, vector databases, and information retrieval systems.

• Solid grasp of model evaluation techniques.

• Hands-on with MLOps/LLMOps, CI/CD, Docker, Nginx…

• Experience in customer care or industrial environments is a plus.

• Bonus: knowledge of Golang or JavaScript.

• Strong communication skills, able to work closely with support agents and managers.

• A genuine team player, eager to collaborate across functions.

• Rigorous and reliable, ensuring robust AI tools in production.

• Curious, autonomous, and comfortable solving complex problems.

• Hybrid work: We offer up to 3 days of remote work per week.

• 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.

✔ 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.

• 1st interview with the VP Customer Care (30 min)

• 2nd interview with the Lead AI Tooler (1 hour)

• 3rd interview with the COO (30 min)

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At Scaleway, we are committed to building an inclusive and respectful workplace where everyone has a fair opportunity to thrive.

All applications are considered with care, regardless of age, gender, sexual orientation, ethnic or social background, religion, disability, or any other characteristic.

We believe great ideas come from everywhere, and everyone which is why you should definitely apply.