Customer Support Engineer (Krakow or Lyon)

LumApps; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Phone & Internet reimbursement

Luxmed health care

Cafeteria benefits

Creative Allowance

Home Office Reimbursement

Learning & Development Budget

Annual leave + mental health days

Job summary

LumApps in Krakow is seeking a customer support professional to diagnose and resolve technical issues via email and tickets. You will organize remote sessions, understand user needs, and test platform features to reproduce problems.

The role requires fluency in French (C2) and English (B2), strong organizational skills, and autonomy. Hybrid work is available with a focus on delivering high-quality customer experiences.

Qualifications

• Organizational skills and attention to detail.
• Overflowing empathy, to understand and respond to customers' technical questions and problems. Proven autonomy.
• Team spirit and collaboration with cross-functional teams.
• Fluent in French (C2) and English (B2), written and spoken.

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. Test, locate problems, and reproduce product features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests when needed to the appropriate teams.
• Follow up with Premium Support customers as a privileged contact.
• Ensure customer follow-up to confirm resolution of technical requests.
• Update internal databases with information on issues and use cases.
• Manage internal projects to contribute to support improvements.
• On-call shifts in rotation and work on public holidays.

Skills

Organizational skills

Interpersonal skills

Empathy

Autonomy

Team spirit

French language

English language

GSuite

Python

REST API

Tools

Python

REST API

GSuite

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 15 people 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.
• 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 Join Us?

At LumApps, we are convinced that the diversity of experiences and cultures is a strength in our teams.

We are looking for Lumies who are passionate about their work, who enjoy a challenge, and have a strong team spirit. And what do we do for our Employee Experience...?

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:

• Technical challenges every day: you will have the freedom to innovate and adopt new ideas!
• Work on a high-growth product: 4.5M users with strong performance and scalability challenges.
• Work with passionate experts who will share their knowledge and help you develop and grow (technical guides...).
• Continuous training, to develop the skills and know-how of our employees through hundreds of training courses.
• A comprehensive and rich onboarding, organized for each new cohort of employees, in-person or 100% digital.

If you are in France:

• 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
• Equipment of your choice
• French & English lessons, professional development & access to Leeto CSE

If you are in Poland:

• Phone & Home Internet costs reimbursement up to 80 PLN/month
• Private health care package with Luxmed - covered for you and partially for your partner / family
• Cafeteria benefits - monthly budget to cover sport cards or other purchases
• Creative Allowance - paid as 1000 PLN gross/month
• Home office set-up reimbursement up to 1000 PLN
• Personal Learning & Development Budget of 1500 USD/year
• 26 days of annual leave/year and 2 Mental Health days off per year

Benefits listed above are part of the compensation package for contract of employment.

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.