Engineering Founding Support Engineer Paris, France

Biolevate; Paris; Sur place; EUR 55 000 - 90 000; Plein temps

Avantages offerts par ce poste

Stock options

Private Office - Station F, Paris

Flexible work arrangements

Collaborative & International culture

Résumé du poste

Biolevate, founded in Paris, is building a Product Support function and seeks a Founding Support Engineer to own Product Support operations. You’ll work at the intersection of Customer Success, Product, and Engineering to investigate issues, support users and improve documentation.

The role aims to evolve toward leadership as our customer base grows. You’ll help build scalable support processes, capture feedback, and ensure documentation quality while collaborating with Solutions & Science

Qualifications

• Experience in Product Support, Technical Support, QA, Customer Success, or Implementation within a B2B SaaS environment.
• Ability to reproduce issues, investigate logs, and understand system behavior.

Responsabilités

• Investigate and resolve issues raised by customers.
• Reproduce bugs and collect technical context for Engineering.
• Manage ticket triage, prioritization, and escalation.
• Ensure all issues are documented and traceable.
• Provide product guidance to customers and internal teams.
• Create and maintain support documentation, tutorials, and Help Center content.
• Identify recurring questions and improve self-service resources.
• Capture customer feedback and communicate recurring pain points to Product.
• Validate bug fixes and support product releases.
• Help improve platform quality and reliability.
• Build scalable support processes as the company grows.
• Improve workflows, documentation, and knowledge management.
• Explore AI tools to automate repetitive support tasks.

Connaissances

Technical troubleshooting

Ticketing platforms

Documentation

Domain expertise

Scientific context

English fluency

Outils

Support software

Ticketing systems

Description du poste

Want to boost your career at the intersection of AI, science and industry?

Biolevate, founded in Paris in 2024, delivers the Biolevate Platform, an end-to-end AI system that ingests unstructured scientific data to automate medical writing, regulatory compliance, and collaborative editing. Our in-house research team relies on the same engine to accelerate internal drug‑discovery programs in oncology and dermatology, from target identification through preclinical modeling. By unifying a commercial SaaS platform with proprietary R&D, Biolevate shortens development cycles and accelerates life‑saving therapies to patients.

As we grow, we're building a Product Support function that helps customers succeed while continuously improving our product.

Role Mission

We're looking for our Founding Support Engineer to become the operational owner of Product Support. You'll work at the intersection of Customer Success, Product, and Engineering to investigate issues, support users and improve documentation. Beyond resolving requests, you'll help build scalable support processes and contribute directly to product quality. This role aims to evolve toward a leadership position as our customer base grows.

What you’ll do.

Product Support

• Investigate and resolve issues raised by customers.
• Reproduce bugs and collect the technical context needed for Engineering.
• Manage ticket triage, prioritization, and escalation.
• Ensure every issue is properly documented and traceable.

Customer Enablement

• Provide product guidance to customers and internal teams.
• Create and maintain support documentation, tutorials, and Help Center content.
• Identify recurring questions and improve self‑service resources.

Product Improvement

• Capture customer feedback and communicate recurring pain points to Product.
• Validate bug fixes and support product releases.
• Help improve the overall quality and reliability of the platform.

Support Operations

• Build scalable support processes as the company grows.
• Improve workflows, documentation, and knowledge management.
• Explore AI tools to automate repetitive support tasks.

Who you are & What you bring

You are a proactive, customer‑focused problem solver who thrives at the intersection of product, tech, and user experience. You communicate clearly with both technical and non‑technical audiences and are comfortable collaborating across teams, including leaning on our Solutions & Science experts to master the nuances of complex scientific use cases. We are looking for experience in Product Support, Technical Support, QA, Customer Success, or Implementation within a B2B SaaS environment. You don't need to be a software engineer, but you are curious about how products work and enjoy digging into logs, reproducing issues, and understanding system behavior.

Experience with the following is particularly valuable:

• Technical Troubleshooting: Expertise in bug reproduction and technical investigations. Log investigation and mining is absolutely required.
• Tooling: Familiarity with ticketing platforms and support management software.
• Documentation: A track record of maintaining high‑quality knowledge bases and tutorials.
• Domain Expertise: Familiarity with AI‑powered software products.
• Scientific Context: Experience in scientific or regulated environments (a plus).
• Logistics: Fluent in English and available to work from our Paris office (remote work is also an option).

What success looks like

During your first year, you will:

• Become the primary owner of Product Support operations.
• Build reliable support workflows and escalation processes. Improve our documentation and self‑service resources.
• Establish strong feedback loops between customers, Product, and Engineering.
• Help scale a support function that grows alongside the company.

Life at Biolevate

We value authenticity and benevolence. Every team member contributes their unique background and life journey, which makes us a stronger collective. Beyond work, we genuinely enjoy spending time together, team dinners, weekend treks, sport sessions, offsites, and many shared experiences that build strong bonds.

What we offer

At Biolevate, you’ll be part of a dynamic, international team shaping the future of drug discovery and medical innovation. We combine deep science, cutting‑edge AI, and internal research to deliver real‑world impact. Join us to build a global brand with purpose and grow in a high‑trust, high‑growth environment with a compelling package that includes stock options.

• Attractive Financial Package: We offer a compelling package - includes a competitive salary and stock options - that recognizes your skills and experience, ensuring you feel valued for your contributions to our innovative projects.
• Private Office -Station F , the world’s largest startup campus, in Paris.
• Flexible Work Arrangements: We support work‑life balance with flexible working hours and options for remote or hybrid work arrangements, understanding the value of flexibility in today's dynamic world.
• Collaborative & International Culture: Experience a positive, inclusive, and collaborative work environment. We value each team member’s contribution and encourage sharing ideas and feedback.
• Authentic Team Culture: We value authenticity and benevolence. Our diverse backgrounds make us stronger, and we enjoy building real connections through team moments like dinners, sports, offsites, and share experiences.

Interview Process

Our hiring process can be adapted when needed, but generally includes the following steps :

• First screening interview (visio)
• Product/Support case discussion to understand how you investigate and structure a support issue and peer interview with Customer Success, Product or Engineering stakeholders
• Final conversation with meeting of the Biolevate team at Station F and leadership / founders
• Internal review
• Offer and administrative steps

Equal opportunity, accessibility and data privacy

Biolevate welcomes applications from people of all backgrounds. We assess candidates based on their skills, experience, potential and role fit, without discrimination.

If you need an adjustment during the hiring process, please let us know and we will do our best to support you. We process candidate data for recruitment purposes in accordance with applicable data‑protection regulations, including the GDPR. For more information, please see our Data Protection Notice or contact us at [e-mail] .

Data Protection Notice

By submitting your application, you consent to Biolevate collecting and processing your personal data for recruitment purposes. We process your data in accordance with the General Data Protection Regulation (GDPR) and applicable data protection laws.

Data collected: Name, contact details, CV, cover letter, and any information you provide during the recruitment process.

Purpose: To evaluate your candidacy for current and future positions within our organization.

Retention: Your data will be retained for a maximum of 24 months after your last interaction with us. If you are not selected, your data will be anonymized or deleted upon request or at the end of this retention period.

Your rights: You have the right to access, rectify, delete, or request portability of your data. You may also withdraw your consent at any time. To exercise these rights, please contact us at [e-mail] .

Your data is stored securely and will not be shared with third parties without your explicit consent, except as required by law.