Support manager Level 2

Diabolocom; Paris; Hybride; EUR 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Remote-friendly: up to 2 days/week

Paris office near Opera Garnier

Three-week onboarding

Multicultural team across Europe

Team building events

Résumé du poste

Diabolocom, a cloud-based contact center platform, is seeking a Software Support Specialist to join the Support division in Paris. You will work with the Head of Support and technical teams to resolve customer issues across channels, combining analytical problem-solving with clear communication.

The role emphasizes a proactive, collaborative mindset, with onboarding to our product and a multicultural team across Europe, the USA, Brazil, and the UAE. Remote-friendly scheduling is available.

Qualifications

• Excellent oral and written communication in French and English.
• Autonomy and curiosity in solving customer issues.
• Strong customer service mindset and professionalism.
• Experience using ticketing systems and basic diagnostic tools.

Responsabilités

• Handle support tickets at levels 1 and 2 via email, phone, and ticketing tool.
• Analyze, classify and prioritize tickets with a methodical approach.
• Resolve classic cases using templated responses and FAQ links.
• Analyze technical tickets through logs, DB, and diagnostic tools.
• Escalate qualified issues to technical teams when needed.
• Follow up on resolutions with clients in collaboration with Product/Tech teams.
• Share knowledge with the team to improve overall support quality.

Connaissances

Service orientation

Curiosity & autonomy

Fluent in English & French

German/Spanish/Italian (optional)

Outils

Freshdesk

Homer

Putty

Pagent

Description du poste

Diabolocom enables organizations worldwide to build brand loyalty and drive sales growth through its cloud-based contact center platform. Our solution leverages AI-driven technologies to optimize customer experience across all communication channels.

We provide seamless management of inbound and outbound interactions, premium voice quality, real-time analytics, and global scalability. Our platform integrates with leading CRMs and offers a wide range of APIs and services in multiple languages.

With offices across Europe, the USA, Brazil, and the UAE, and more than 350 clients operating in over 60 countries, we are continuously growing and strengthening our engineering teams.

About the role

The Support team is a small fast-paced group at the heart of Diabolocom. Our solution is rich and reaching proficiency takes time. Each client the team talks to has a unique problem to solve that requires comprehension, troubleshooting skills, methodical thinking and good communication skills. There is no daily routine. Customer relationships are essential for us and we will take care of you as well as you will take care of our clients!

As a Software Support Specialist, you will join the Support division and you will work in collaboration with Thomas, Head of Support and alongside technical teams.

Your missions:

• Handling of support tickets at level 1 and 2 (by email, phone, ticketing tool)
• Analysis, classification and prioritization of tickets through a methodical approach
• Direct resolution of classic cases (templated responses, redirection to FAQ)
• Analysis of technical tickets through available logs, database, and diagnostic tools
• Escalation of qualified issues to tech teams when necessary
• Resolution follow-up with clients, in sync with the Product and Tech teams
• Because sharing is caring, we expect you to share your knowledge with your team!

You demonstrate the following skills:

• Great sense of service
• Curiosity and autonomy
• Excellent oral and written communication skills in French and in English

Valuable assets:

• Fluency in German, Spanish or Italian

Wait a second! Life’s a two-way road!

First, here are some of the things our team members enjoy, including:

• Working in a stimulating environment with a mix between interpersonal capacities and technical ones
• Having a job that makes sense in a proactive and friendly team
• Being part of a team where everyone has a voice and can have an impact
• Using a variety of tools such as Freshdesk, Homer, Putty, Pagent…

Also, here is another list of what you’ll enjoy at Diabolocom:

• You’ll have a three-week onboarding to get to know our product, our teams and our culture!
• You’ll have the chance to work in a multicultural environment with colleagues coming from 5 different countries and 10 different nationalities
• You’ll have first choice IT equipment
• Remote friendly: up to 2 days per week or full remote as an option
• Our office is based right in the heart of Paris, 100 meters from the Opera Garnier!
• Team building events : Athens, Meribel, Ibiza, Porquerolles, Italy… what’s next?
• Be part of a company at a key moment of its growth, with lots of opportunities
• You’ll be lucky to join a team that is big enough to thrive but also small enough to actually have an impact on the success of the organisation!

Recruitment process

• Video call with a recruiter
• Video with Thomas, our Head of Support (1h)
• On-site interview with the team and Constance, our COO (1,5h in total)

As part of our hiring process, please note that any employment offer or service provider offer will be subject to a background check, including verification of your identity, educational credentials, and previous employment history.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.