As an IT Support Specialist, you own Level 2/3 support at Primo.

You step in when tickets get complex: MDM edge cases, enrollment failures, policy behavior inconsistencies, device provisioning issues, and tricky customer environments.

You handle complexity.

Your day-to-day will look like this:

• Own Level 3 tickets from start to finish: You investigate, diagnose, and resolve the most technical issues - with strong ownership and high standards.

• Become the MDM + Zero Touch reference: Apple ADE / DEP, Windows Autopilot, compliance workflows, policies, device behavior - you know how it’s supposed to work, and what breaks in real life.

• Debug with structure: Logs, configs, reproduction steps, root cause analysis. You don’t guess - you prove.

• Communicate clearly with IT admins: You can explain complex topics simply, keep customers calm, and drive the conversation toward resolution.

• Help scale the Care machine: You contribute to support automation through better customer-facing documentation, internal playbooks, stronger escalation flows, and tighter feedback loops with Product.

• Feed Product & Engineering: You spot patterns early, escalate the right things, and help prevent issues from happening again.

Your work directly impacts:

• Customer support & satisfaction: you turn high-stakes technical friction into trust.

• Platform adoption: when setups are clean and stable, customers go deeper.

• Retention & expansion: great technical support is a competitive advantage.

• Product quality: you identify patterns, surface structural issues, and help us improve the core.

It’s a central position in Primo’s growth engine.

We are based in Paris and work in a hybrid way. For this role, we’re looking for someone who lives in or around Paris and is happy to come to the office regularly to work closely with the Care team.

• You love solving complex technical problems and you go deep until you understand the root cause.

• You have strong hands-on experience with modern IT environments, including:

  • Google Workspace & Entra administration

  • MDM configuration (policies, compliance, enrollment workflows)

  • Apple Automated Device Enrollment (ADE / DEP)

  • Windows Autopilot (or you’re confident you can ramp up fast)

• You’re comfortable in a customer-facing support role, where communication matters as much as technical skills.

• You are structured and reliable, especially when things are urgent.

• You are rigorous and persistent in your investigations, and you know how to move topics forward.

• You enjoy working with a team, but you’re also able to operate with strong autonomy.

• English fluency is important (customers, documentation, technical environments).

… on top of our core shared traits:

• You’re excited to work on a large, essential market where great execution makes a real difference.

• You want to help build an ambitious product - and a demanding, high-quality Care machine.

• You prefer small, sharp teams over heavy processes.

Simple and fast — designed so we can get to know each other and see how we work together:

1. Intro call with Gaétan (30 min)

2. Interview (1h) with Clémentine, Head of Care

3. Practical case with our CTO

4. Onsite meeting (1h) to meet the team and Martin (CEO)

5. Reference check