Support Engineer

Botify's leading agentic AI search technology and seasoned experts ensure every brand has the power to be found, both in traditional and AI search. With one powerful platform, brands achieve visibility, relevance, and greater control across Google, Bing, ChatGPT, Perplexity, and more.

Botify's technology powers agentic workflows, AI-driven recommendations, and automated cross-platform indexation and deployment. Brands maximize visibility wherever consumers, bots, and AI agents search, protecting and capturing revenue across all search platforms.

Trusted by 500+ leading brands including Macy's, Levi's, Farfetch, the New York Times, and Marks & Spencer, Botify drives digital discovery, sustained profitability, productivity, and brand authority in an AI-first world.

Industry research shows that women and those in traditionally underrepresented groups generally don't apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don't check 100% of the boxes - that's okay - we encourage you to apply anyway and highlight what you can bring to the table

The Support Engineer (SaaS) is key to customer happiness at Botify. The Support Engineer is always there to take any request into account, provide timely and qualified solutions to requests, and provide follow-up while it is being solved. As a Support Engineer, you'll receive requests from customers and internal teams such as Sales, Customer Success, Customer Delivery, and Professional Services. Your goal is to answer them precisely to limit back-and-forth and expedite customer satisfaction. You will also contribute to internal projects to improve both processes and tooling.

• Help the Client Experience (CX) team and the customer with technical issues related to Botify products, such as LogAnalyzer, RealKeywords, SiteCrawler, SpeedWorkers and PageWorkers.

• Investigate when data is not correctly provided to customers.

• Setup technical onboarding (involving scripting).

• Investigate technical feedback and issues from customers and escalate them to Engineering, keeping customers informed of the resolution.

• Proactively monitor customer workflows within the application.

• Ensure reports are generated as expected and fixed in the case of data-related incidents or customer-specific issues.

• Trigger & Supervise the release management with the Engineering teams.

• Articulate internal projects with strong impact and collaborate with Engineering teams.

• Act as Incident Commander in the context of large incidents.

• 1+ year of Application Support experience within a SaaS environment

• You are a customer happiness–driven person, who is excited to work and solve technical challenges in an ambitious environment.

• You have a technical background (Linux, Python, web, JS, SQL); you enjoy being immersed in a technical environment (AWS, GCP, BQ, Django…); but you're not a full-day developer.

• You are a fast-learning problem solver, curious, and autonomous.

• You have a good track record of ticket run and methodology.

• Our Botify values resonate with you and you are aligned with them.

• French and English proficiency are mandatory.

• Knowledge of GitHub, Jira, and AI agents is a plus.

To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we'd like to highlight:

• Location: brand new offices in the center of Paris (7 rue de Madrid, straight out of Gare Saint-Lazare)

• Hybrid remote policy

• Attractive Remuneration Package with BSPCE (for Permanent full-time role - CDI)

• Fun office culture & regular outings such as Team Off-Sites, Annual Kick-Off, Quaterly Team Lunch, Thirsty Thursdays etc. 

• Lunch vouchers, 50% of transportation reimbursement, fitness classes, generous CSE advantages etc. 

• Compelling growth perspectives 

Start date: as soon as possible

In addition to the skills and experience we are looking for, our ideal candidate would embody our core values:

Empower Customers. Unleash Potential.

Learn Fast. Progress Faster.

Go the Extra Mile. It's Never Crowded.

Work Hard. Stay Humble.

Be Bold. Be You.

Botify is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.