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Support Engineer

Permanent contract
Salary: Not specified
Starting date: January 07, 2024
A few days at home
Experience: > 2 years

Combo
Combo

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The position

Job description

We are looking for a new Support Engineer, you will work within a team of 50+ organized in feature and impact teams.

We are open, dynamic and have each other’s back and we collaborate a lot across transversal subjects through our Communities of Practice.

As a Support Engineer, you will be reinforcing our Tooling and Infrastructure squad, at the center of our Tech team, and build a close relationship with our Support and Customer Success Managers (CSM).

This is an opportunity to play a key role in collaboration with a variety of teams, and to have a real impact in providing solutions and answers to our customers.

Missions

Become an expert on our product and bring your expertise to help our teams !

  • Deep dive into our product and become a go-to person for technical issues.

  • Investigate and reproduce reported anomalies, working closely with our squads to ensure efficient incident resolution.

  • Collaborate with the Tech & Product teams to prioritize solutions, assign tickets, and contribute to the successful resolution of incidents.

  • Communicate effectively with our CSM teams, providing updates and insights on incident resolution.

  • Analyze incident trends over time to advise the Tech & Product teams on long-term improvements to our solution.

  • Actively participate in driving process and tool improvements to enhance overall efficiency.


Preferred experience

  • You bring a minimum of 2 years of experience in a technical support or related role.

  • You are fluent in both French and English.

  • You define yourself as being curious, autonomous, rigorous, and organized with strong analytical skills for anomaly identification and process improvement.

  • Your mindset is team-oriented, and you possess excellent communication and problem-solving skills.

  • Having some basic knowledge of scripting and/or administration languages is a plus.

  • You are familiar with at least one ticketing tool, such as Jira, Intercom, or Zendesk.


Recruitment process

  • Step 1: First discussion on your working experience and introduction of Combo with our Tech recruiter

  • Step 2: Management Fit Interview with our Engineering Manager Quentin

  • Step 3: Technical Interview with Julien our Support Engineer

  • Step 4: Culture Fit lunch at the office (lunch’s on us!) and meeting with Raphaël, CTO or Alex K., HoE and some other members of the Tech & Product Team.

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