AI-Driven Support Engineer — Hybrid in Paris

Shippeo; Paris; Hybride; EUR 65 000 - 85 000; Plein temps

Résumé du poste

Shippeo is seeking a skilled Support Engineer to join our CX team in Paris, operating in a hybrid model with two days in the office. You will bridge customers, product engineering, and success teams to resolve complex issues and automate diagnostics with AI workflows.

Ideal candidates have 3–4 years in technical support, strong API and DB query experience (SQL, Postman, Elasticsearch, DBeaver), and fluency in English and French.

Qualifications

• 3–4 years in a Technical Support L2, Integration Consultant, or similar SaaS role.
• Autonomous, self-directed with a focus on continuous improvement.
• Strong experience querying databases, analyzing logs, and debugging web integrations using APIs.

Responsabilités

• Investigate and resolve complex tier-2 issues via APIs, DB queries, and platform logs.
• Build AI-driven diagnostics and runbooks to automate tasks.
• Collaborate with Product, QA, and Engineering to address root causes and implement permanent fixes.
• Serve as a trusted technical contact for our portfolio, manage incidents and post-mortems.
• Lead incident response during platform outages and participate in on-call rotation.
• Update help centers and train Level-1 support and customer success teams.

Connaissances

Analytical thinking

Troubleshooting

Communication

Bi-lingual EN/FR

Outils

SQL

Postman

Elasticsearch

DBeaver

Description du poste

Shippeo is seeking a skilled Support Engineer to join our CX team in Paris, operating in a hybrid model with two days in the office. You will bridge customers, product engineering, and success teams to resolve complex issues and automate diagnostics with AI workflows.

Ideal candidates have 3–4 years in technical support, strong API and DB query experience (SQL, Postman, Elasticsearch, DBeaver), and fluency in English and French.