Technical Support Engineer - Use Cases

Requirements

• 3+ years of experience in technical support, software engineering, or LLMs
• Hands-on experience with troubleshooting complex technical issues in enterprise environments
• Knowledge of AI/ML workflows, data pipelines, and software engineering best practices
• Strong written and verbal communication in French and English

Nice to Haves

• Familiarity with ticketing systems (Intercom), RGPD compliance, and security best practices
• Experience with Kubernetes/Helm for deployment and troubleshooting in Kubernetes clusters
• Proficiency in tools like Intercom, monitoring tools, scripting, and diagnostic utilities
• Additional languages spoken

What You'll Be Doing

• Technical Support & Incident Management
• Frontline Investigation: Handle escalated tickets from enterprise clients
• Root Cause Analysis: Reproduce and diagnose technical problems
• Cross-Team Collaboration: Work closely with solutions and engineering teams
• Proactive Communication: Provide updates to clients and internal stakeholders
• Knowledge Sharing & Process Improvement
• Documentation: Create and update technical FAQs and troubleshooting guides
• Feedback Loop: Identify areas for product and support workflow improvements
• Customer-Centric Approach
• Empathy & Ownership: Maintain a customer-first mindset
• Solution-Oriented: Propose workarounds and process optimizations

Perks and Benefits

• Competitive cash salary and equity
• Daily lunch vouchers
• Discounted access to gyms and fitness studios
• Monthly contribution to a mobility pass
• Full health insurance for you and your family
• Generous parental leave policy
• Visa sponsorship
• BetterUp coaching on a voluntary basis