Incident Manager – SaaS

Jobtailor; Paris; On-site; EUR 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking a skilled Incident Manager to own the lifecycle of client issues from detection to resolution in a B2B SaaS context. You will serve as the main contact for CTOs, IT teams, and developers during live incidents.

Fluency in French and English, strong stakeholder communication, and calm under pressure are essential as you coordinate cross-functional responses and ensure no ticket falls through the cracks.

Qualifications

• Experience in technical support or incident management in a B2B SaaS or enterprise software environment.
• Experience with both SaaS and on-premise environments.
• Strong client engagement and the ability to communicate with CTOs, IT teams and developers.
• Fluency in French and English.

Responsibilities

• Own incident management from detection to resolution, keeping clients informed throughout.
• Act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues.
• Lead technical conversations with developers and architects and advocate for effective resolutions.
• Track and follow up on tickets with rigour to ensure nothing falls through the cracks.
• Handle difficult client situations with composure and clear communication.
• Coordinate cross-functional responses when incidents have broader impact.
• Spot patterns in recurring issues and flag them for structural fixes.

Skills

Incident management

Client engagement

Stakeholder communication

Ticket follow-up

Working under pressure

Job description

Responsibilities

• Own incident management from detection to resolution, keeping clients informed throughout.
• Act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues.
• Hold your ground in technical conversations with developers and architects.
• Track and follow up on tickets with rigour, making sure nothing falls through the cracks.
• Handle difficult client situations with composure and clear communication.
• Coordinate cross-functional responses when incidents have broader impact.
• Spot patterns in recurring issues and flag them for structural fixes.

Requirements

• Background in technical support or incident management in a B2B SaaS or enterprise software environment.
• Familiar with both SaaS and on-premise environments.
• Client engagement is where you thrive, you're the person customers trust when things go wrong.
• Comfortable leading technical conversations with IT stakeholders: CTOs, architects, and developers, credible enough to hold your ground with all of them.
• Resilient under pressure, a frustrated client doesn't throw you off.
• Rigorous with ticket and project follow-up, nothing gets lost on your watch.
• Native level of French.
• Full professional fluency in English.