Customer Support Engineer

Atlas Metrics; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Meal vouchers

Free snacks & coffee

Yoga classes

Parental leave

Job summary

LumApps is seeking a customer support specialist to join our global team. You will handle requests via email or tickets, diagnose issues, and help customers leverage our platform’s features. The role emphasizes empathy, autonomy, and clear communication in French and English.

Join a hybrid team with offices in Krakow and other cities, contributing to ongoing AI-driven improvements and proactive customer success initiatives.

Qualifications

• Organizational skills and attention to detail.
• Good interpersonal skills, impeccable spelling, clear and structured written expression.
• Overflowing empathy, to understand and respond to customers' technical questions and problems. Proven autonomy.
• Team spirit.
• Fluent in French (C2) & English (B2), both written and spoken.
• Knowledge of Gsuite/ solutions is a plus.
• Knowledge of Python programming language is a plus.
• REST API knowledge is a plus.

Responsibilities

• Respond to customer requests accurately and diligently via email or ticket.
• Organize and conduct remote sessions to diagnose and identify product defects.
• Identify customer needs and help customers understand/use the platform's features.
• Be able to test, locate a problem, and reproduce product features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests to the right teams when needed.
• Follow up with Premium Support customers as a privileged point of contact.
• Participate in AI transition and growth by adopting automation solutions.
• Ensure customer follow-up to confirm issues are resolved.
• Update internal databases with technical issues and use cases.

Skills

Organizational skills

Interpersonal skills

Empathy

Team spirit

French & English fluency

Gsuite

Python

REST API

Tools

GSuite

Python

REST API

Job description

LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees.

Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program.

In 2025, LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.

Our mission: To make people feel that they belong and have a purpose.

To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:

• Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites
• Transform employees into real ambassadors of their company
• Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips
• Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences

With a team of over 600 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support large enterprises all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation.

If these core values sound like you: "be bold, do amazing things", "say what you mean, do what you say", "one team, same mission", "always be evolving".

Team

The support team consists of Lumies spread between the main offices in Tassin-la-Demi-Lune (Lyon), Austin, Tokyo and Krakow. "Responsiveness", "Kindness", and "Mutual aid" are three traits that characterize the team.

Missions

• Respond to customer requests accurately and diligently via email or ticket.
• Organize and conduct remote sessions to diagnose and identify product defects.
• Identify customer needs and help customers understand/use the platform's features. Be able to test, locate a problem, and reproduce a multitude of product features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests that cannot be handled by support to the right teams.
• Follow up with Premium Support customers as a privileged point of contact.
• Proactively participate in our AI transition and growth by identifying and adopting automation solutions (AI, chatbots, intelligent routing) to reduce manual tasks and improve first-contact resolution.
• Ensure customer follow-up to check that technical requests are handled.
• Update our internal databases with information on technical issues and use cases that will allow customers to better understand the platform.
• Manage internal projects to contribute to the improvement of support.
• On-call shifts in rotation with current team members.
• Work on public holidays in rotation with current team members.

Skills

• Organizational skills and attention to detail.
• Good interpersonal skills, impeccable spelling, clear and structured written expression.
• Overflowing empathy, to understand and respond to customers' technical questions and problems. Proven autonomy.
• Team spirit.
• You are fluent in French (C2) & English (B2), both written and spoken.
• Knowledge of Gsuite/ solutions and the Python programming language would be a plus.
• REST API

Why You’ll Love Working at LumApps

We’re proud to offer a work environment where people feel supported, valued, and empowered. Here’s a peek at what we offer:

• Hybrid work model – 2 days at the office, 3 days remote
• RTT days – :10 extra days off per year
• Meal vouchers (SWILE) + free snacks & coffee
• Yoga classes - Take a mindful break in our Paris office
• Supportive parental leave and family moments — yes, even a Christmas party for your kids !
• Health insurance (ALAN) – 60% covered + full life & disability cover
• Afterworks, team celebrations & seasonal parties
• French & English lessons, professional development & access to Leeto CSE

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.