Support Engineer

il y a 3 jours

Paris, France Witco Temps plein

To support the rapid growth of our customer base, we’re looking for a **Support Engineer (Level 2)** to join our technical team. You’ll play a key role in diagnosing and resolving complex issues for our enterprise clients—and directly contribute to improving the customer experience on our SaaS platform.

**Your mission: troubleshoot, solve, improve**

Working closely with our Product, R&D, and CSM teams, you will:

- Investigate and prioritize technical incidents reported by users.
- Perform in-depth troubleshooting (log analysis, integration testing, network diagnostics).
- Reproduce bugs and provide clear, structured documentation for the dev teams.
- Collaborate with internal teams (Product, Dev, DevOps) to resolve complex cases.
- Keep customers informed with timely and professional communication.
- Escalate issues when needed, and follow up until resolution.
- Contribute to our internal knowledge base and suggest process improvements.

**Your profile**
- Degree (Bac+2 / Bac+3 or equivalent) in IT, electronics, networks, or digital systems.
- **Minimum 2 years of experience** in technical support, incident analysis, or development.
- Strong command of **Zendesk**, **JIRA**, or similar ticketing tools.
- Solid understanding of **authentication protocols** (SSO, OKTA, SAMLv2, OIDC ).
- Familiar with cloud environments: SaaS, Azure, AWS, or On-Premise.
- Able to read and analyze logs (JSON, error messages, APIs).
- Excellent communication skills, well-organized, customer-focused.
- **Fluent French** (mandatory) and **strong professional English**.

**Why join us?**
- Key role in a fast-growing European scale-up.
- Work with skilled, collaborative teams across departments.
- Hands-on experience with modern tools and real client impact.
- Friendly office in Paris with frequent afterwork gatherings

**Hiring process**
- HR interview - **Leo (HR Manager)**:

- Technical Interview - **Christopher (Technical CSM)**:

- Case study + presentation - **Michael (Technical CSM) + Quentin (Product Owner) + Charlotte (Chief Customer Officer)**:

- Team fit session - **Constantin (CPTO) + Yuliya (Support Engineer)

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