Remote - IT support Engineer

Shippeo; Paris; À distance; EUR 45 000 - 65 000; Plein temps

Résumé du poste

Une entreprise SaaS européenne de premier plan recherche un Senior Technical Support Engineer pour rejoindre son équipe à Paris. Ce rôle clé implique la gestion de demandes techniques complexes, le mentorat de l'équipe et la contribution à l'efficacité du support. Le candidat idéal aura une expérience significative en support technique et sera capable de documenter et partager les meilleures pratiques.

Qualifications

• 3-4 ans d'expérience en support technique ou en tant qu'ingénieur solutions en environnement SaaS.
• Fluent en anglais et en français.
• Expérience dans un environnement global et structures de support 24/7.

Responsabilités

• Fournir un support technique de haute qualité et résoudre des incidents complexes.
• Gérer les demandes d'assistance via le système de tickets.
• Créer et maintenir la documentation externe pour le support client.

Connaissances

Résolution de problèmes

Support technique

Gestion des tickets

Documentation technique

API

SQL

Outils

Zendesk

Postman

DBeaver

Elastic Search

Description du poste

Founded in 2014, Shippeo is a leading European SaaS company specializing in supply chain visibility. With offices spanning Europe, North America, and most recently Asia, we deliver global, multimodal, real-time transportation visibility to customers across industries such as retail, manufacturing, automotive, and CPG. Our vision is to become the world's leading data platform for the freight industry. By leveraging our expanding network, real-time data, and AI, we empower supply chains to deliver superior customer experiences while achieving operational excellence. As a Senior Technical Support Engineer at Shippeo, you will play a key role in delivering world-class technical support and expertise. Reporting to the Director of Solution Engineering and working within a team of four other Technical Support Engineers, your key responsibilities will include : Technical Support & Incident Resolution Provide high-quality technical support, handling complex user issues that require advanced troubleshooting Manage support requests via our ticketing system, ensuring timely follow-ups and adherence to SLAs Guide and mentor Solution Engineers as well as other support team members on best practices in resolving escalated cases Develop and maintain external documentation to improve customer self-service support Contribute to knowledge sharing by creating technical documentation, FAQs, and training materials Identify areas for improvement within the support workflow and implement new procedures to enhance team efficiency Document and share best practices across the Support department Have 3-4 years of experience as a Technical Support L2 or Solution Engineer in a SaaS environment Are fluent in English and French (mandatory); Have experience working in a global environment and within 24 / 7 support structures Are familiar with APIs, databases (DBeaver, Elastic Search), SQL, Postman, and ticketing tools (Zendesk, Front, etc.) Contribute to internal and external documentation to improve support efficiency Additional information Since Shippeo operates internationally, please submit your CV in English. Click here to watch their videos

Remote It Support Engineer • Paris, Paris (75); Ile-de-France, France