Support Engineer (L2)

Shippeo; Paris; Hybride; EUR 65 000 - 85 000; Plein temps

Résumé du poste

Shippeo is seeking a skilled Support Engineer to join our CX team in Paris, operating in a hybrid model with two days in the office. You will bridge customers, product engineering, and success teams to resolve complex issues and automate diagnostics with AI workflows.

Ideal candidates have 3–4 years in technical support, strong API and DB query experience (SQL, Postman, Elasticsearch, DBeaver), and fluency in English and French.

Qualifications

• 3–4 years in a Technical Support L2, Integration Consultant, or similar SaaS role.
• Autonomous, self-directed with a focus on continuous improvement.
• Strong experience querying databases, analyzing logs, and debugging web integrations using APIs.

Responsabilités

• Investigate and resolve complex tier-2 issues via APIs, DB queries, and platform logs.
• Build AI-driven diagnostics and runbooks to automate tasks.
• Collaborate with Product, QA, and Engineering to address root causes and implement permanent fixes.
• Serve as a trusted technical contact for our portfolio, manage incidents and post-mortems.
• Lead incident response during platform outages and participate in on-call rotation.
• Update help centers and train Level-1 support and customer success teams.

Connaissances

Analytical thinking

Troubleshooting

Communication

Bi-lingual EN/FR

Outils

SQL

Postman

Elasticsearch

DBeaver

Description du poste

• Job Function: Network and Customer Operations (NCO)
• Department: CX (Customer Experience)

Company Description

Founded in 2014, Shippeo is a leading European SaaS company transforming supply chain visibility. With a global presence and multicultural team of 27 nationalities operating across Europe, North America, and Asia, we offer real-time multimodal transportation visibility to top industry leaders across various sectors.
Our ambition is to become the world's leading supply chain data platform, using predictive AI, high-quality real-time data, and a robust partner network to enhance customer experience and operational excellence.

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

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.

Qualifications

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)

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.

Additional Information

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.

Diversity and Inclusion

At Shippeo, we are committed to fostering a diverse and inclusive workplace. We value the perspectives, experiences, and contributions of individuals from all backgrounds. Our policies, practices, and company culture reflect this commitment to equal opportunity and mutual respect.

If you have specific needs or questions regarding disability inclusion, you may reach out to our dedicated Disability Advisor at [e-mail] for support during the application process.