Akeneo is a global leader in Product Experience Management (PXM) and Product Information Management (PIM) solutions that help merchants and brands deliver a compelling customer experience across all sales channels, improve product data quality and simplify product catalog management.

At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humility, Benevolence, Openness, Innovation and…Beer (aka. comradery)! We want our people to help us grow and to grow with us, and that’s why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo! Learn more about who we are as an employer and about our Culture and Values via our Career page.

Job description

We are looking for a Product Support Analyst to join our growing team in Nantes. The Support team members are based in Nantes, Boston, and Sydney and are part of the Product department. The team is filled with dedicated and passionate people who take pride in going the extra mile to deliver the best customer experience.

More precisely, your main responsibilities will be to:

- Distribute and deal with technical and functional requests from Enterprise edition customers in a considerate, accurate and timely manner from the Jira Service Desk portal

- Coordinate the technical qualification of bugs and questions with our support engineers and the patch releases with our maintenance leaders

- Build on customer and partner feedbacks to improve our functional and technical documentation

- Contribute to the ongoing learning and success of the Support team to help achieve team goals and successes

- Work with the product teams to test new features and bugfixes and help surface meaningful customer feedback

Qualifications

- You have at least two years of experience in the IT Support field. You believe that every bit of work makes a real difference in making our customers happy

- You show a solid analytical aptitude - you can quickly learn and explain technical problems succinctly and clearly

- You don’t necessarily write and deploy your own React-based, CSS-heavy responsive sites, but you are not afraid of the technology

- You know how to communicate efficiently with internal/external stakeholders, and you believe cross-continental communication is a nice challenge!

- You are proactive, autonomous, self-motivated, resourceful, and enjoy being involved in multiple tasks

- You have already worked with Jira Service Desk and Github or other ticketing systems

- You write and speak both French and English fluently

Life at Akeneo

🌎 Diverse, cross-cultural team.

🎉 Annual All Staff gathering week, office parties, team offsites

🧳 Once a year, travel to another office location for a period of 2 weeks.

👋 Top-notch 8-week onboarding programme for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company.

🏰 The position is open in the lovely city of Nantes: Enjoy a 19th-century historical building, tour our private garden and stop by the pond while doing your team catch-up. We also do great barbecues when the sun is out.

🐔 Fresh honey and eggs by our own bees and chickens :)

General

💰 Competitive package and complementary health insurance

Time off

⏰ Flexible working hours, global home office policy

👶 33 days paid leave if you are the second parent (instead of 28 days)

Health & Wellness

🧘Individual and confidential coaching sessions with a mental health practitioner of your choice

💆 Massage sessions offered regularly and at a reduced price

Equipment

🔊 Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...

💻 Choice of a Mac or a Windows laptop

💸 Personal remote allowance to maximize your home office environment

Professional Development

🎫 Participation in in-house events welcoming external guests (ie. Meetups) or industry events

🧑‍🏫 Group and individual training opportunities

👨‍💻 Attendance at a yearly business or tech conference of your choice

Perks & Discounts

😋 Get your Swile lunch card funded at 50% by the company

🚇 Receive a 50% discount on the transportation pass of your choice

📽️ Comité Social et Economique: advantages and deductions on cultural activities, entertainment etc.

Diversity & Inclusion

🧑‍🤝‍🧑 Akeneo is committed to providing a friendly, safe, and welcoming environment for everyone who works for or with us, regardless of gender identity and expression, sexual orientation, disability, physical appearance, medical condition, race, age, family status, religion (or lack thereof) and other personal features and preferences. We create the right conditions for you to feel safe and be yourself!

Interview process

• Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Acquisition Specialists, where you’ll learn more about the role and about Akeneo.
• Meet your future manager! This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills.
• Meet the team! Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with your future colleagues or stakeholders.
• Sign your offer!

At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.

So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay!
Feeling hesitant because you think you’re not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don’t hesitate to apply anyway, or reach out to us for questions or clarifications!