обновлено 1 месяц назад
Customer Support Engineer
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Support Engineer (AI-powered Employee Hub): Supporting customers through technical requests, remote diagnosis, defect reproduction, and platform guidance with an accent on troubleshooting, REST APIs, and clear bilingual communication. Focus on reproducing complex product issues, coordinating escalations, managing parallel support requests, and improving internal support processes.
Location: Hybrid in Tassin-la-Demi-Lune (Lyon), France, or Kraków, Poland. In France, the schedule is 2 days in the office and 3 days remote.
Company
develops an AI-powered Employee Hub and Collaborative Experience Platform that helps large organizations improve communication, collaboration, engagement, onboarding, and productivity.
What you will do
- Respond accurately and diligently to customer requests by email and ticket.
- Organize and conduct remote sessions to diagnose issues, identify product defects, and reproduce platform behavior.
- Help customers understand and use platform features while testing, locating, and documenting technical problems.
- Prioritize and manage multiple requests, escalate unresolved issues to the appropriate teams, and follow up with customers.
- Serve as a point of contact for Premium Support customers and participate in rotating on-call and public-holiday shifts.
- Maintain internal databases of technical issues and use cases, and manage projects that improve support operations.
Requirements
- Strong organizational skills, attention to detail, autonomy, empathy, and team spirit.
- Clear, structured written communication, excellent spelling, and strong interpersonal skills.
- Fluent French at C2 level, written and spoken.
- English at B2 level, written and spoken.
- Ability to work rotating on-call and public-holiday shifts.
- Knowledge of REST APIs.
Nice to have
- Knowledge of Google Workspace solutions.
- Knowledge of Python.
Culture & Benefits
- Work with a 15-person international support team focused on responsiveness, kindness, and mutual aid.
- Access continuous training, technical guidance, onboarding, and professional development opportunities.
- Work on a high-growth product serving 4.5 million users and involving performance and scalability challenges.
- France: approximately 10 additional RTT days, meal vouchers, health insurance, parental leave, equipment choice, and French and English lessons.
- Poland: private healthcare, cafeteria benefits, creative allowance of 1000 PLN gross per month, home-office reimbursement up to 1000 PLN, and phone and internet reimbursement up to 80 PLN per month.
- Poland: 1500 USD annual learning budget, 26 days of annual leave, and 2 mental-health days off per year.
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