Support Engineer (L2)

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

About the role

As a Support Engineer at Shippeo, you will sit at the intersection of deep technical expertise, AI-driven problem-solving, and cross-functional collaboration. This is not a traditional support role; you will serve as a vital technical bridge connecting our customers, product engineering, and customer success teams to accelerate issue resolution and eliminate systemic friction.

Operating within a dedicated team of four Support Engineers and reporting directly to the Director of Support Engineering, you will own complex technical challenges end-to-end. From deep-diving into the root causes of sophisticated integration anomalies to leveraging and building AI workflows that prevent recurring issues, your work will directly optimize operations and elevate the user experience across our global platform.

Please Note: This role is based in Paris and operates on a hybrid model, requiring two days per week in the office.

As we operate internationally, we kindly request all candidates to submit their CV in English . Unfortunately, applications submitted in any other language will not be considered.

Contract Type: Permanent / CDI

Function: Support Engineering

Key responsibilities:

• Engineering Support: Investigate and resolve complex, tier-2 user issues requiring advanced knowledge of platform behavior, data flows, APIs, and deep database queries.
• AI Leverage & Workflow Automation: Build and implement intelligent agents into existing workflows, utilizing prompting and scripting to automate diagnostics, log analysis, and knowledge synthesis to eliminate recurring manual tasks.
• Systemic Problem Solving: Partner directly with Product, Quality Assurance, and Engineering teams to address root causes, prioritizing permanent architectural fixes and product gap resolutions over individual patches.
• Technical Customer Engagement: Act as a trusted technical contact for our portfolio, navigating major incident channels, managing communication threads, and conducting transparent post-mortems for both technical and non-technical stakeholders.
• Incident Management Leadership: Lead response efforts during critical platform incidents, coordinate internal cross-functional resolution teams, and participate in an on-call rotation to support global 24/7 structures.
• Enablement & Knowledge Management: Bridge the gap between product developments and user pain points by updating help centers, creating automated runbooks, and training level-1 support and customer success teams for increased autonomy.
• Experience: 3–4 years of dedicated experience in a Technical Support L2, Integration Consultant, or SupportEngineering role within a fast-paced SaaS environment.
• Autonomy & Problem Solving: Highly autonomous and self-directed with a lean, continuous improvement background and the ability to systematically deconstruct complex issues.
• Technical Proficiency: Extensive practical experience querying databases, analyzing platform logs, and debugging web integrations using APIs and technical environments like SQL, Postman, Elasticsearch, and DBeaver (or equivalent ticketing and database tools).
• Crisis & Communication Acumen: Exceptional communication and presentation skills, maintaining organization and calm under pressure when facilitating alignment between technical developers and business clients.
• Language Skills: Professional fluency in both English and French (written and verbal) is required.

Preferred (Not Required)

• Scripting Capabilities: Hands-on experience writing scripts in Python, JavaScript, or Bash to support automated tool building.
• Industry Literacy: A foundational understanding of logistics, freight forwarding, or global supply chain operations.
• Multicultural Awareness: Fluency in any other European language is a valuable asset within our international environment.

Why Join Shippeo?

At Shippeo, you will join a fast-moving company that values ambition, care, delivery, and collaboration. We offer an environment where impact is encouraged, ideas are valued, and development is supported.

What sets us apart:

• Meaningful work with real-world impact in global supply chains.
• A diverse, inclusive, and international team.
• A culture of transparency, feedback, and continuous learning.
• Opportunities for growth, internal mobility, and professional development
• Hybrid work model and flexible policies.

To learn more about our culture and people, visit our Careers section or explore team stories on our social platforms.

Recruitment Process

Our hiring process includes the following steps:

• Preliminary call with a Talent Acquisition Manager
• First interview with the Hiring Manager
• Case study interview
• Final interview with leadership or cross-functional team members

Diversity and Inclusion

At Shippeo, we are committed to fostering a diverse and inclusive workplace. We value the perspectives, experiences, and contributions of individuals …