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Support Engineer

Permanent contract
Toulouse
Salary: Not specified
Starting date: December 31, 2023
A few days at home
Education: BAC+3

Elements Apps
Elements Apps

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The position

Job description

The role

Our Support service is strategic and our business keeps growing. In order to achieve our ambitious goals and continue to deliver a quality support, we need to strengthen our talented Support team with a fourth new member, in Toulouse. Are you ready to unleash your energy, craze, and tech expertise? Perfect, because these are the key elements of the profile we are looking for!

Key responsibilities

Your role will primarily consist of supporting Elements customers or evaluators on their journey with our apps by solving configuration problems, driving root-cause analysis to find possible bugs, or simply explaining them how things are supposed to work. To this end, your key responsibilities will include:

  • Efficiently managing support request coming from our support portal (Jira is used exclusively for this purpose; the Support team cannot be contacted directly by telephone).

  • Acting as the primary point of contact for our clients, guiding them through challenges, and offering clear and effective solutions within defined SLAs (running only during regular working hours; no on-call duty and no overtime).

  • Contributing to the continuous improvement of our documentation through customer insights.

  • Collaborating regularly with other teams: in particular to report on support activities, to investigate on various current topics and to drive enhancements.

  • Collecting and synthesizing customer feedback for our Product teams to help defining roadmaps and next features. Inputs from the field and customer proximity are a key factor in Elements’ success!

Rest assured, we value collaboration, and you will always have the options to get help from your teammates or the Head of Customer Support.

Our culture and values

At Elements, we have 5 core values our team lives by:

  • Talk straight – We value open, two-way communication between co-workers, clients and partners. We believe that being true to oneself, saying what you mean and openly sharing knowledge is the key to trust and mutually enriching relationships.

  • Never stand still – At Elements, we never rest on our laurels. We are forever evolving, and always eager to improve ourselves and question assumptions. We want to encourage our staff to be creative, hungry to explore new possibilities and free to go beyond.

  • Be mindful of what matters – As people, we are down-to-earth and pragmatic, striving for efficiency in everything we do. Whilst we’re committed to working in an agile way, we approach each and every task with consistency and rigor.

  • Make every interaction remarkable – Our view of a customer is uncomplicated, and our end goal is simple. Whether a co-worker, partner or an end user, we want to ensure that everyone who interacts with us has an awesome experience.

  • Share and take part – We create, deliver, grow and celebrate as one team. We are always open to helping each other and sharing, whether it’s our knowledge, ideas, experience or a beer after work.

What Elements has to offer

People are our biggest asset and we work hard to make sure Elements is not only a great place to work, offering a sane and enjoyable work environment but also provides a platform for you to grow. Here are some of the perks of working with us:

  • Share in our success – When Elements is successful, so are you. Employees benefit from a profit sharing scheme.

  • Be healthy – Your health is an investment; not an expense. Our employees get high-level health insurance.

  • Always be learning – We provide access to dedicated learning resources aligned to your goals as well as opportunities to experiment and gain new skills on the job.

  • Bon appétit – With our large kitchen and generous lunch vouchers, you’re sure to find a seat to catch up with your colleagues during lunch.

  • Play hard – Teams that play together stay together; take a break around our football or ping pong tables, PS4 or Oculus Quest 2, or relax on our panoramic terrace.

  • Work-life balance – Skip the commute and work from home when you need it. We know flexibility is important to your work-life balance. We also provide a remote-work allowance for equipment and the internet.

  • International work environment – World is our market; our clients and partners are international. We offer a multicultural environment for you to grow with.

  • Get additional paid leave – the more you stay with us, the more days you get! Staying with us for 3 years will unblock 1 additional day, 5 years will bring you 3 days, 7 years will get you 4 days and for 10 years with us you will get a full additional week.

  • Choose your workstation – it’s up to you; Mac or PC (Windows or Ubuntu), there’s something for everyone.


Preferred experience

You have a master degree or just graduated in computer science or/and you have at least two years of experience in customer technical support. We’re looking for a Support Engineer who totally understands the concept of being “customer centric”: our main objective is to always satisfy our customers, as far as we can. 🛟

Communication

  • You can write both French and English.

  • You can speak both French and English.

  • You know how to structure your thoughts to easily explain ideas.

  • You are able to write messages in strict compliance with professional codes.

  • You value courteous and polite exchanges.

  • You can adapt your communication and use a less or more friendly tone according to the situation.

  • You love collaborate with other colleagues, remotely or physically.

  • You know how to prepare conference calls.

  • You are a good listener.

  • You get satisfaction from helping people.

Technical

  • You know how relational databases work and you can read and write simple SQL queries.

  • You can read and write a short script using a modern development language (Java ideally).

  • You know what an API is (REST ideally).

  • You understand what a Cloud platforms such as AWS is.

  • You know what are Jira and Confluence.

  • You are not afraid by reading documentation of products you don’t know.

  • You can work autonomously to explore and test new products.

  • You have strong search skills to find what you want on the internet.

  • You know how to analyze logs from various systems.

  • You are very curious and have an appetite for technical things.

  • You are sensitized to Security & Privacy.

  • You are proactive, efficace and has a can-do attitude.

  • You get satisfaction from solving problems.


Recruitment process

  • Step 1 - Motivational and personality interview with our Head of Customer Support. We’ll talk about your experience, your expectations, and the job’s missions and challenges.

  • Step 2 - Technical interview with our Head of Customer Support and a Support Engineer.

  • Step 3 - Overall interview with our Chief Operating Officer. This is the final step in confirming your arrival at Elements!


📌 To support you as soon as you arrive, we’ve created a comprehensive 90-day onboarding plan to help you feel at home and integrate into our teams from day one. We see the first 90 days as a period of learning, discovery and relationship-building. The aim is to make you feel comfortable, informed and confident right from the start of your journey at Elements.

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