Founding Support Engineer — AI SaaS Paris | Remote & Stock

Biolevate; Paris; Hybride; 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

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