Support Specialist
il y a 3 semaines
Akeneo Product Cloud is a cutting-edge solution for orchestrating, activating, and optimizing product experiences across all owned and unowned channels. With its open platform, leading Product Information Management (PIM), add-ons, connectors, and marketplace, the Akeneo Product Cloud improves product data quality and accuracy, simplifies catalog management, and accelerates the sharing of product information across all channels and locales.
Responsibilities- Investigate logs, code, configurations, and other relevant data to identify the root cause of the issue.
- Capable of summarizing a technical issue for multiple stakeholders, maintaining a detailed record of the investigation process, and finding solutions.
- Collaborate closely with support technical and non-technical team members, other Akeneo team members, and customers to help directly or indirectly solve client and partner problems.
- Ensure customer satisfaction by resolving issues effectively in an accurate and timely manner.
- Work with different squads to ensure the reliability of the technical qualification.
- Improve your skillset thanks to additional training and exposure to other programming languages featured in Akeneo products.
- Capitalize on feedback from our customers and partners to improve our functional and technical documentation and suggest product improvements.
- Contribute to the success of the support team with active contributions: workshops, documentation, and pair programming.
- Participate in on-call rotations to coordinate and resolve emergencies (occasionally).
- A willingness to learn and help others on the team grow.
- At least three years of experience in application development or technical application support.
- A strong ability for self-reflection, critical thinking capabilities, an observability mindset, and a data-driven approach.
- Enjoy investigating and pairing with tech leaders and support analysts to maintain and improve customer satisfaction.
- Know how to communicate effectively with internal stakeholders from various teams: developers, staff engineers, and cloud operations/DevOps.
- Enjoy working with your teammates in Boston and in Europe and occasionally meet them in person in US.
- Strong written and verbal communication skills in English.
- Autonomous, reactive, and involved.
- Competitive package and complementary health insurance.
- Flexible working hours, hybrid home/office policy.
- 33 days paid leave if you are the second parent (instead of 28 days).
- Individual and confidential coaching sessions with a mental health practitioner of your choice.
- Massage sessions offered regularly and at a reduced price.
- Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...
- Choose between MacOS or Linux.
- Personal remote allowance to maximize your home office environment.
- Participation in in-house events welcoming external guests (ie. Meetups) or industry events.
- Group and individual training opportunities.
- Get your Swile lunch card funded at 50% by the company.
- Receive a 50% discount on the transportation pass of your choice.
- Comité Social et Economique: advantages and deductions on cultural activities, entertainment etc.
- Take advantage of our company crèche whether you need a nursery spot (subject to availability), emergency childcare, or care for Wednesdays and school vacations.
- Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charities of your choice.
- Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself.
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