Customer Support Engineer

Location: Hybrid work in France, with 2 days at the office and 3 days remote. The support team operates from Tassin-la-Demi-Lune (Lyon), Austin, Tokyo, and Krakow.

Company

An AI-powered Employee Hub and collaborative experience platform used by more than 700 companies worldwide, including Fortune 500 organizations.

What you will do

• Respond to customer requests accurately through email and ticketing channels.
• Run remote diagnostic sessions, test platform features, reproduce defects, and identify technical issues.
• Explain product functionality, understand customer needs, and provide technical guidance.
• Prioritize multiple requests, follow up with customers, and escalate unresolved issues to the appropriate teams.
• Support Premium Support customers and maintain internal databases with technical issues and use cases.
• Contribute to support improvement projects, AI and chatbot automation, on-call shifts, and public-holiday rotations.

Requirements

• Fluent French at C2 level, written and spoken.
• English at B2 level, written and spoken.
• Strong organization, attention to detail, autonomy, empathy, and interpersonal skills.
• Clear, structured written communication and excellent spelling.
• Ability to test, troubleshoot, reproduce product issues, and manage several requests in parallel.
• Knowledge of REST APIs.

Nice to have

• Knowledge of Google Workspace solutions.
• Knowledge of Python.

Culture & Benefits

• Hybrid schedule with 2 office days and 3 remote days.
• Approximately 10 additional RTT days off per year.
• Meal vouchers, free snacks and coffee, and health insurance with 60% coverage.
• Parental leave, life and disability coverage, and access to family-oriented support.
• French and English lessons, professional development opportunities, yoga classes, and team events.