Technical Support Engineer

il y a 10 heures

Paris, France Qantev Temps plein

# Technical Support Engineer## Qantev is hiring## Job Description### **Your Role**As our first technical support hire, you will play a critical role in building our support function from the ground up. You’ll be the frontline for our customers, helping them resolve issues, answering technical questions, and ensuring their success with our platform. You’ll work closely with our product and engineering teams to escalate complex issues, capture feedback, and improve our product.This is a unique opportunity to shape how support is done at Qantev, from tools and processes to best practices.### **What You’ll Do*** Be the first point of contact for customer technical issues via email, ticketing system, or live calls.* Provide a seamless customer experience.* Diagnose, troubleshoot, and resolve software issues in collaboration with product and engineering.* Create and maintain clear, high-quality documentation (FAQs, knowledge base articles, troubleshooting guides).* Track, prioritize, and manage support tickets, ensuring timely resolution.* Gather and communicate customer feedback to help improve the product.* Contribute to defining and improving support processes, tools, and metrics.* (Over time) Help build and mentor a growing support team.## Preferred Experience### **What We’re Looking For*** **Experience**: 2–4 years in a technical support, solutions engineering, or customer-facing technical role in enterprise SaaS or software.* **Technical skills**: Strong troubleshooting skills, ability to read logs, run queries, and understand APIs. Familiarity with support or ticketing systems (jira, zohodesk) and cloud-based platforms (AWS, Azure, GCP) is a plus.* **Customer focus**: Strong communication skills, empathy, and patience in handling customers.* **Problem-solving mindset**: Ability to dig into complex issues, propose solutions, and follow through.* **Startup mentality**: Comfortable wearing many hats, building processes from scratch, and working independently in a fast-paced environment.* **Languages**: Proficiency in English and Spanish.* Screening interview (30min)* Tech interview (1h)* Leadership interview (1h)### **Additional Benefits*** **Bike storage** available on-site* **Swile meal card**: €10 per day, 59% employer contribution* **Health insurance (Alan)**: 50% covered by the company* **Public transport subscription**: 50% reimbursed* **Regular team activities*** **Gross annual salary** plus **BSPCE (share options)*** **Start date**: ASAP* Contract Type: **Full-Time*** Location: **Paris*** Experience: **> 2 years*** **Possible partial remote** #J-18808-Ljbffr

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