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 workflows and accessible communication channels. At VATES , we are driven by a people-first company culture focused on kindness, inclusivity, and a horizontal organizational structure. Every team member is encouraged to share ideas, make decisions, and grow alongside the company.

Our Open Source model is at the core of everything we do — not only in our code, which is available on Git Hub and Git Lab, but also in our collaborative approach with the community. We believe in the “upstream first” philosophy, and we dedicate our expertise and resources to foundational projects like Xen, while helping contributors of all levels join us on this journey.

As we continue to grow, we are looking for a Technical Support Specialist - Asia

Responsibilities

Deliver high-quality technical support: diagnose and resolve issues related to our virtualization solution (hypervisor, API, storage, networking, etc.), manage tickets in the dedicated tool, meet SLAs, and provide support in English to customers under contract.

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.

Train customers and partners, deliver product demonstrations, and share best practices for using the solution.

Key Success Factors

Support efficiency and responsiveness: mean time to resolution (MTTR), SLA compliance, and first-contact resolution rate.

Customer satisfaction and workload management: customer satisfaction rate (CSAT) and number of tickets handled per month.

Contribution to product and documentation improvement: quality of documentation contributions and number of bugs identified or escalated to R&D.

Profile Sought

You are the ideal candidate if you have:

Experience: 6 to 10 years of experience providing technical support for virtualized environments (XCP-ng, Xen Server), storage, networking, and hypervisors.

Technical Culture: Knowledge and understanding of the IT ecosystem and the Open Source world.

Deadline Management: Strong ability to handle multiple topics simultaneously and meet deadlines.

Excellent Communication and Coordination: Ability to work cross-functionally and maintain team alignment.

Adaptability and Proactivity: Ability to quickly adapt and continuously improve processes and project execution. Knowledge of Linux systems, storage, backup, and networking is appreciated.

Strong customer service mindset, autonomy, rigor, and analytical skills.

Autonomy: ability to understand business challenges and work independently.

Fluent English required – written and spoken – international environment.

Customer-oriented, team player, responsive, and able to meet deadlines.