Technical Support Engineer

Since 2014, Wiremind has positioned itself as a **technical company** transforming the world of transport and events with a 360° approach combining **UX, software, and AI**. Dynamic and ambitious, we strive to maintain our technical DNA which is the engine of our success. The company, profitable and self-financed since its creation 10 years ago, is mainly composed **of engineers and experts** and currently supports the growth of our **business model** based on "software-as-a-service" solutions. **Your missions**: As a **Technical Support Engineer**, you will play a critical role in ensuring the alignment of customer expectations with our solution. Your focus will be on maintaining **product reliability** and achieving **high levels of client satisfaction**. In this role, your responsibilities will span across customer support, proactive client care, and daily operations management, with additional tasks specific to our product and industry. In practice - even though there is no typical day - your main missions will be: **Advanced Technical Support**: - Analyze and resolve technical tickets related to user interface, data or predictive models for CAYZN and CAYZN AI products - Reproduce client issues in controlled environments to validate bugs and isolate root causes. - Diagnose complex technical issues and escalate them to the Product, Data Science, or Engineering teams when needed. - Provide clear, pedagogical explanations of system behavior to technically mature clients **Client Relationship & Satisfaction**: - Build proactive, trust-based relationships with customers to help them maximize value from CAYZN. - Act as the main point of contact for support-related matters, working closely with Account Managers. - Manage escalation processes for high-impact or critical issues with responsiveness and professionalism. **Collaboration & Continuous Improvement**: - Collaborate with Product, Account Management, and Marketing teams to relay actionable client feedback. - Improve internal and external knowledge bases with relevant documentation on recurring cases. - Enhance our support ecosystem by improving diagnostic tools, log systems, and CRM/ticketing workflows. - Define and monitor KPIs to track customer satisfaction and drive support quality improvements. **Your profile**: - You already have a first successful experience in a customer-focused role, preferrably in the tech or SaaS industry - You have a first technical background which helps you understand software-related requests - You have a customer-centric mindset and are able to understand client issues and anticipate their needs - You possess strong analytical and troubleshooting skills with the ability to diagnose issues, escalate when necessary, and follow through to resolution - You have an attention to details that allows you to recognize bugs or inconsistencies on datasets - You can lead a project and coordinate a roadmap in great autonomy, using modern tools (e.g. Notion, Figma, Linear, Slack, etc.) - You have great interpersonal skills to interact and communicate well, at all levels, in French and English **Our benefits**: By joining us, you will integrate: - A self-financed startup with a strong technical identity - Beautiful 700 m² offices in the heart of Paris (Bd Poissonnière) - Attractive remuneration indexed on performance - A caring and stimulating team that encourages skills development through initiative and autonomy - A learning environment with opportunities for evolution ‍ You will also benefit from: - Training on demand - A hybrid policy: 2 days of remote work per week and the possibility to work occasionally from abroad - A great company culture (monthly afterworks, regular meetings on technology and products, annual off-site seminars, team-building ) - An annual budget for your IT equipment - A partnership with the People & Baby network of inter-company nurseries to help with childcare for children aged 0 to 3 **Our Recruitment Process**: - A screening interview with Anne-Laure, our **Senior** **Talent Manager** - An interview with Arthur the manager and Head of Product Marketing & Customer Success - A **technical test or case study** to be prepared - A **technical interview** at our offices** to discuss your technical test with Arthur and an other member of the team - A **culture fit interview** with Colin (CEO)