L2 Support Engineer: AI-Driven Troubleshooter (Hybrid, Paris)

Shippeo; Paris; Hybride; EUR 55 000 - 72 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Professional development

Résumé du poste

Shippeo, based in Paris, seeks a Support Engineer to bridge customers, product engineering, and customer success. You will own complex technical challenges end-to-end, including AI-driven workflows to prevent recurring issues, within a hybrid Paris-based team of four engineers.

The role demands 3–4 years in a SaaS environment, strong database/API skills, and fluency in English and French. The position is permanent (CDI) with a hybrid office schedule.

Qualifications

• 3–4 years of dedicated experience in a Technical Support L2, Integration Consultant, or SupportEngineering role within a fast-paced SaaS environment.
• Professional fluency in both English and French (written and verbal).

Responsabilités

• Engineering Support: Investigate and resolve complex tier-2 issues demanding advanced knowledge of platform behavior, data flows, APIs, and deep database queries.
• AI Leverage & Workflow Automation: Build intelligent agents into existing workflows to automate diagnostics, log analysis, and knowledge synthesis.
• Systemic Problem Solving: Collaborate with Product, QA, and Engineering to address root causes and prioritize permanent architectural fixes.
• Technical Customer Engagement: Serve as a trusted technical contact, manage incident channels, and conduct post-mortems for technical and non-technical stakeholders.
• Incident Management Leadership: Lead response during critical platform incidents and participate in 24/7 on-call rotations.
• Enablement & Knowledge Management: Update help centers, create runbooks, and train Level-1 support and customer success teams.

Connaissances

DB querying

API debugging

Incident response

English-French bilingual

Outils

SQL

Postman

Elasticsearch

DBeaver

Description du poste

Shippeo, based in Paris, seeks a Support Engineer to bridge customers, product engineering, and customer success. You will own complex technical challenges end-to-end, including AI-driven workflows to prevent recurring issues, within a hybrid Paris-based team of four engineers.

The role demands 3–4 years in a SaaS environment, strong database/API skills, and fluency in English and French. The position is permanent (CDI) with a hybrid office schedule.