2 часа назад
Senior Technical Support Engineer (SaaS)
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
Senior Technical Support Engineer (SaaS): Providing end-to-end technical support for developer customers integrating authentication APIs, SDKs, and webhooks with an accent on debugging production issues, customer onboarding, and proactive account monitoring. Focus on building support runbooks and escalation processes, developing AI-assisted workflows, and partnering with Engineering and Product to eliminate recurring integration problems.
Location: Paris, France; hybrid work
Company
builds authentication and onboarding infrastructure that optimizes OTP delivery across SMS and WhatsApp while blocking spam and fraud.
What you will do
- Own end-to-end technical support for developers integrating SDKs and APIs, including webhook, rate-limit, retry, and API-log investigations.
- Onboard new customers with Sales and Engineering and help them achieve successful production integrations.
- Reproduce customer integrations using code, curl, Postman, SDK source, and API responses to provide precise technical explanations.
- Monitor key accounts, identify usage anomalies and recurring issues, and partner with Product and Engineering on solutions.
- Build the foundations of the support function, including runbooks, on-call rotation, escalation paths, SLAs, triage, and status communication.
- Use AI workflows such as triage automation, log analysis, response drafting, and internal Claude or GPT integrations.
Requirements
- 6+ years of experience supporting developers at a B2B SaaS company.
- Software engineering background and fluency in at least one of Python, JavaScript/TypeScript, or Go.
- Experience with stack traces, SDK source code, curl, Postman, SQL, and observability tools such as Datadog or Grafana.
- Experience building support operations, internal tools, AI-assisted workflows, or developer communities.
- Excellent written English required.
- Ability to work in a hybrid setup in Paris, France.
Nice to have
- French or another European language.
- Experience as one of the first hires in a support function or during rapid company growth.
Culture & Benefits
- Work in a small, highly skilled team with a flat organizational structure.
- Take end-to-end ownership of customer and operational outcomes.
- Collaborate in person and move quickly through real-world testing and iteration.
- Help define how technical support operates as the company scales.
Hiring process
- 30-minute interview with Talent.
- 60-minute interview with co-founder Quentin, followed by a 60-minute session with Engineering and Support.
- 60-minute interview with the CEO; be prepared to discuss a ticket, AI workflow, or incident.
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