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Technical Support Engineer
il y a 2 semaines
Trustpair empowers large global companies to eliminate vendor payment fraud with a market leading account validation automation platform. Trustpair serves over 400 enterprise customers, helping finance teams protect against 100% of fraud attacks.
The company’s global presence includes offices in New York City, Paris, and Milan. Our team is composed of 100+ employees with 15 different nationalities who are dedicated to payment security. Trustpair raised 20 million euros to accelerate international growth, and equip finance leaders with the tools needed to tackle sophisticated fraud tactics such as AI, deepfakes, cyber attacks, and more.
**About the role**:
We are looking for a dedicated Technical Support Engineer to join our Customer Care team. As a vital member of our growing team, you will support our Customer Care lead in managing level 2 tickets while delivering exceptional customer service across our global client base. You will serve as a technical product expert, handling complex queries, troubleshooting issues, and maintaining high service standards in alignment with our premium positioning.
This position requires attendance at our Paris office two days per month.
**What you'll do**:
You will be responsible for:
**1/ Leading technical support operations (70%)**
- **Mastering Trustpair’s product** and act as the **go-to expert for complex functional queries**, providing expert support and guidance
- Serving as the primary contact for **technical issues** (bugs), working closely with customers to understand their needs, perform root cause analysis, provide workarounds when possible, and escalate to Level 3 Support via Jira as needed.
- Taking ownership of **SSO** and **SFTP**-related tickets, handling them directly with clients efficiently and independently.
- Ensuring a high level of customer satisfaction by **meeting Service Level Agreements (SLAs)** through timely responses, follow-ups, and collaboration with other teams.
- Bridging the gap between technical and non-technical teams by facilitating clear communication and improving cross-functional collaboration.
**2/ Contributing to continuous improvement of the activity (30%)**
- **Contributing to building Trustpair’s knowledge management** by working on internal & external product documentation used by wider teams.
- Providing critical feedback to **help shape the future of Trustpair’s product** by analyzing and escalating product insights from our customers.
- Helping **scale our customer care approach** by continuously optimizing processes, tools, workflows.
**Profile Must-Haves**:
- 2 years of relevant experience in a customer facing role with a technical component
- Fluent in French and English
- Ticketing tools experience and knowledge of REST API
- Problem-solving mindset
- Autonomous and proactive, driven by making a real difference for customers
- Empathy and listening skills
**What’s in it for you**:
This role offers the unique opportunity to be an early member of a growing team while directly contributing to the continuous improvement of Trustpair's products and processes. The role encompasses a huge variety of activities (level 2 & 1 queries, Help Center, client engagement, product feedbacks, continuous improvement)
- A collaborative environment with a flat structure, where everyone’s voice is heard
- Innovative and modern technology related to your role (Intercom, Jira, Productboard, Forest Admin, Looker)
- A Trustpair, we see AI as a tool to save time, sharpen focus, and boost impact. Whether you're already hands-on with AI or eager to learn, you’ll join a team that values and encourages AI-driven ways of working.
- Trustpair is in scaling phase with career opportunities in France and internationally
- A talented team with international senior colleagues you can learn and work with
- Inclusive environment with cultural diversity and parity
***:
**Why join Trustpair? A list of our perks**here****:
**Recruitment Process**:
- Prescreening call with Aicha, our Talent Acquisition Manager (30min)
- Experience interview with Cyrille, the manager (1h)
- Case study interview with Clément, the Customer Care team lead (1h)
- Coffee fit with Marine, Customer support and a member of the CSM team (45min)
- Founder interview with Alex (30 mins)
**Equal Opportunity Statement**
Trustpair's policy is to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.
