Customer Support Engineer (French)

Location: Remote in Portugal

Salary: €28,900–€34,000 gross annual base salary

Company

hirify.global provides digital shelf and commerce infrastructure that helps brand manufacturers, distributors, and retailers manage product experiences and improve online commerce performance.

What you will do

• Provide technical customer support for the SupplierXM platform through email, ticketing, phone, and live chat.
• Support retailers, distributors, and suppliers in English and French while meeting monthly performance KPIs.
• Assess and escalate cases to higher-level support, leadership, and internal teams, including potential churn risks.
• Handle customer feedback, frustrations, and escalations with a customer-first approach.
• Develop product knowledge documentation and contribute to beta testing, mentoring, and process improvements.

Requirements

• At least 2 years of customer support experience in a fast-paced environment.
• Fluent written and spoken English and French required.
• Technical understanding of HTML, APIs, log files, networking, and system architecture.
• Experience solving ambiguous technical issues and explaining concepts to varied audiences.
• Experience with Salesforce, Jira, or similar support tools.
• Knowledge of current e-commerce challenges for brands and retailers.

Nice to have

• Knowledge of GS1 standards.

Culture & Benefits

• Inclusive and diverse work environment focused on empowerment, curiosity, agility, and action.
• Full-time employees receive health and medical benefits, paid time off, and access to the Total Rewards plan.
• Eligible roles may include commission or bonus incentives.
• Employees receive equity in the form of stock options.
• Professional development and constructive feedback are encouraged.

Hiring process

• Potential next steps are communicated by hirify.global Talent.
• Reference checks may be conducted with provided contacts.
• Reasonable accommodations are available during the application and interview process.