CDI - Senior Customer Success Engineer

Legos; Paris; Sur place; Confidentiel; Plein temps

Résumé du poste

Legos in Paris is looking for an experienced professional to serve as a trusted advisor for assigned accounts and support telecom solution implementations. The ideal candidate should have a strong background in Customer Success and Technical Support, with expertise in telecom technologies.

Fluency in English and German is required. Join a multicultural and innovative team at Legos and contribute to our mission of becoming the number 1 converged operator.

Qualifications

• 3 to 5 years of experience in Customer Success, Technical Support, Solutions Engineering, or Service Engineering.
• Strong knowledge of telecom technologies including SIP, VoIP, SMS, WebRTC, APIs.
• Exceptional written and verbal communication skills.

Responsabilités

• Serve as the primary technical and customer success contact for assigned accounts.
• Support customer implementation and integration of telecom solutions.
• Deliver world-class operational and technical support.

Connaissances

Customer Success

Technical Support

Solutions Engineering

Telecom Technologies

Troubleshooting

Relationship Management

Outils

Zendesk

Jira

Salesforce

Description du poste

Legos was born from a simple idea: to make telecoms accessible. We have created a platform allowing the convergence of fixed, mobile, voice, SMS and also data, all in white label.

Today, Legos is declared as a voice and messaging operator in 19 European countries.

Multicultural, innovative and ambitious, Legos aims to become the number 1 converged operator by breaking down the boundaries of telecoms.

Agile and positioned in Carriers segments, Legos is growing fast.

1. Customer Success, Solutions Consulting & Growth

• Trusted Advisor: Serve as the primary technical and customer success contact for assigned accounts; understand their technical/business requirements and translate them into Legos solutions.
• Onboarding & Pre-Sales: Support customer implementation, integration of telecom solutions, and assist with Proof of Concepts (POCs), testing, and solution validation.
• Commercial Growth: Partner with the Sales team to support pre-sales activities and proactively identify upselling/cross-selling opportunities within existing accounts.
• Customer Voice: Monitor customer usage, service performance, and adoption metrics. Coordinate with Product and Engineering teams to communicate customer feedback and feature requests.

2. Capacity Planning, Analytics & Optimization

• Capacity Planning: Supervise customer traffic evolutions, analyze service trends, and manage volumes against forecasts to perform associated capacity planning.
• Service Optimization: Proactively evaluate and improve customer satisfaction regarding service level agreements (SLAs).
• Automation & Tools: Identify and automate repetitive operations tasks, design/improve reporting scripts, and configure/administer supervision tools.
• Best Practices: Drive continuous improvement through benchmarking, industry best practices, and creating technical documentation.

3. Advanced Technical Support & Incident Management

• N2/N3 Support: Deliver world-class operational and technical support, managing and resolving customer tickets and technical escalations within SLA targets.
• Troubleshooting: Diagnose, reproduce, mask, and resolve complex issues across SIP, VoIP, SMS, APIs, routing, Portability requests, and carrier infrastructure.
• Tooling: Own the end-to-end incident and request management workflow supported by Zendesk.

4. Production & On-Call Operations (MCO)

• On-Call (Astreintes): Participate in, manage, and optimize the on-call rotation, including occasional scheduled out-of-hours (HNO) interventions.
• Alerting: Administer and optimize the monitoring and alerting systems associated with production services.

We are seeking an experienced professional with a strong analytical mind, an eye for optimization, and a customer-first mindset.

• Experience: 3 to 5 years of experience in Customer Success, Technical Support, Solutions Engineering, or Service Engineering within German, CPaaS, or Cloud Communications environment.
• Technical Expertise:
  • Strong knowledge of telecom technologies: SIP, VoIP, SMS, WebRTC, APIs, routing, and carrier infrastructure.
  • High proficiency in technical troubleshooting, log analysis, and ticketing/CRM tools (Zendesk, Jira, Salesforce, etc.).
  • Competency in scripting and automation of operational tasks.
• Soft Skills:
  • Exceptional written and verbal communication skills, with the ability to translate complex technical concepts for non-technical stakeholders.
  • Strong relationship management skills with both technical and commercial stakeholders.
  • Self-motivated, autonomous, and capable of managing multiple priorities in a fast-paced international environment.
• Languages: English & German professional proficiency is required.