Customer Support Engineer (Krakow or Lyon)

Location: Krakow, Poland or Lyon, France. If based in France, the role follows a hybrid model with 2 days in the office and 3 days remote.

Company

hirify.global provides an AI-powered Employee Hub and collaborative employee experience platform used by more than 700 companies worldwide.

What you will do

• Respond accurately and promptly to customer requests through email and ticketing systems.
• Organize and conduct remote sessions to diagnose issues, identify product defects, and reproduce problems.
• Help customers understand and use platform features while testing and investigating technical questions.
• Prioritize multiple requests, escalate issues to the appropriate teams, and follow up with Premium Support customers.
• Document technical issues and use cases in internal databases and manage projects that improve support operations.
• Participate in rotating on-call and public-holiday support shifts.

Requirements

• Strong organizational skills, attention to detail, autonomy, and a customer-focused mindset.
• Excellent interpersonal skills, clear and structured written communication, and impeccable spelling.
• Empathy and the ability to understand and resolve customers' technical questions.
• Fluent French at C2 level and English at B2 level, both written and spoken.
• Knowledge of REST APIs.
• Team spirit and the ability to manage several support requests in parallel.

Nice to have

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

Culture & Benefits

• Work with a distributed support team based in Lyon, Austin, Tokyo, and Krakow.
• Technical challenges involving a high-growth product used by 4.5 million users.
• Continuous training, technical knowledge sharing, and structured onboarding.
• In France: approximately 10 RTT days, meal vouchers, health insurance, equipment choice, language lessons, and professional development support.
• In Poland: private healthcare, cafeteria benefits, a 1,000 PLN gross monthly creative allowance, home-office setup reimbursement, a 1,500 USD annual learning budget, 26 days of annual leave, and 2 mental-health days.
• Benefits listed above are part of the compensation package for a contract of employment.