At Botify, we like to think long-term and we want customers for life. This is why we’re building a strong multicultural Customer Experience team. As Technical Support Engineer, you will support our customers and this team, to help our customers get the most of our applications. More than just satisfaction, our ultimate goal is customer happiness - nothing less.
The team
Technical Support Engineers are key to customer happiness with Botify. They are always there to take any request into account, solve the request or provide follow-up while it is being solved.
As Botify is spread across 3 regions: US, EMEA and APAC, the Technical Support team members are spread across these regions as well. They operate globally and share practices, processes and tools globally, as well as support tickets to distribute the workload evenly. As of today, there is a team of 3 persons in New York and a team of 3 persons in Paris.
With Botify’s growth and the move of our EMEA Lead to APAC, we are looking for our Technical Support EMEA Lead, located in France.
As EMEA Lead, you will coordinate and participate in the Support activities of the EMEA team, and you will be the natural point of contact for the US and APAC leads, to coordinate the global Support activity.

Your Role:
Technical Support EMEA Lead

• Coordination with the Technical Support US Lead and the APAC Technical Support person to align the Technical Support practice globally
• Point of contact for Botify Technical Support
• Responsible of in-house Support processes and tooling to streamline processes
• Coordinator of the Support activities with Sales, Customer Experience, Product or Engineering teams
• Recruitment and training of new team members
• Team management: team and individual objectives for each team member, regular 11s with each team member, bi-annual performance reviews
• Support team activity reporting

Operational role: Level 2 support on Botify tools suite
1/ Customer Setup with our Products - You aid the Client Experience (CX) team and the Customer with technical setup. You spearhead:

• LogAnalyzer Setup: Communicate to customers our expectations regarding logs delivery (technical phone calls with customer IT teams), advise customers on suitable solutions depending on their architecture and technologies, validate customer-provided log format and content, create the technical configuration suited for the logs provided, ensure correct configuration, and nightly ingestion is working. Automate files retrieving.
• RealKeywords Setup: Walk customers through linking Google accounts to Botify so that we can fetch their Keywords and Visits data
• SiteCrawler Setup: Advise customers on setting up and scheduling crawls of their website, or directly setup crawls on their behalf
• Implement data connectors using various cloud storages APIs
• Ensure compliance of active features against signed contracts

2/ Investigations when data is not correctly provided to customers:

• Investigate technical feedback and issues from customers and then communicate, fix, escalate bugs to Engineering, and keep requesters informed of resolution
• Proactively monitor customer workflows within the app
• Ensure reports are generated as expected and fixed in case of data-related incidents or customer-specific issues (global infrastructure is handled by the infra/devops team)

3/ Technical Questions:

• Answer customers’ technical questions,
• Solve technical customer-specific issues,
• Assist Level 1 support,
• Maintain Support Knowledge Base.

In terms of ratios, technical setups are the biggest part, followed by investigations, then by technical questions.

You’ll work closely with a seasoned Technical Support team to share the same global support processes, approaches and tools.

We build our own tools: if you have development skills, you’ll be able to participate in creating internal tooling to help the team deliver better and faster.

We are going to put in place an on-call system for our customers. When this is in place, you’ll be part of the on-call team.

• We are looking for a customer happiness-driven person, who is excited to work and solve technical challenges in an ambitious environment. At Botify, frontiers are pushed further every quarter - from crawl size, export limits, to logs ingestion limits. These are 10x higher than they were 2 years ago, and we won’t stop here!
• You have 5 years of experience in Technical Support and a previous experience in Leadership
• You are a customer happiness-driven person, who is excited to work and solve technical challenges in an ambitious environment
• You have a technical background; you enjoy being immersed in a technical environment but you’re not a full-day developer
• You possess some Linux knowledge (command line use, file lookup and removal, script execution)
• You are a fast-learning problem solver, curious, and autonomous
• You are a team player and enjoy partnering with a variety of departments
• You like to explain technical topics over the phone
• French and English proficiency are mandatory
• Bonus skills:
• Scripting and tooling development
• Knowledge or interest in SEO topics
• Knowledge of Git and Gitflow