The position

We are looking for a solid and experienced Technical Support Engineer (L2) to help our customers use our product to its full potential.

You will play a crucial role in our customer support operations. Your primary responsibility will be to handle escalated support tickets, addressing and resolving complex technical issues that couldn’t be solved at Level 1. This role requires a deep understanding of our product, excellent problem-solving skills, and a strong customer service orientation.

Here’s a few reasons why it’s interesting to take that job

• Our product is used by large enterprises to run mission critical processes: AODocs manages the design documents of data centers, water treatment plants, and airplanes; It generates international shipment documents, quality certificates and procurement contracts for multinational companies; It protects sensitive client deliverables for large consulting firms.

• Our customer base is worldwide: we do 60% of our business in North America, and our top customers have worldwide operations, with users all over the world.

• Your job will involve a large variety of technology components and customer use cases. You will learn new things every day.

• Support and customer satisfaction are critical. Your impact will be highly felt inside and outside the company.

• Our company is growing and profitable, you will be a key part of an exciting adventure, with great career opportunities.

Responsibilities

• Take ownership of complex support tickets escalated from Level 1 support. This involves diagnosing the issue, providing a solution, filing internal bug reports, and keeping the customer informed about the progress.

• Identify the root cause of customer problems by accessing application logs, backend systems, and other diagnostic tools.

• Replicate customer issues on internal test systems to better understand the problems and find appropriate solutions.

• When the issue is caused by a product defect, file detailed bug reports and communicate effectively with the development team to ensure they have all the necessary information for quick resolution.

• Keep customers informed about the progress of their issue’s investigation and resolution. Provide clear, concise, and regular updates to ensure customer satisfaction.

• Document troubleshooting steps and solutions for future reference, working with the Quality Assurance team when needed to design new test scenarios covering the issues identified in support tickets.

You

• At least 2 years of experience in technical support, preferably with SaaS products.

• Technical experience with public cloud components, preferably GCP.

• Proficiency in SQL and experience with analyzing application logs.

• Experience with various ticketing systems, in particular Zendesk and Jira.

• Strong teamwork skills and the ability to effectively collaborate with teams across different locations and time zones.

• Strong written communication skills in English, professional level in French.

• Bonus: development background