Join our RUN team as a Support Engineer, where you will learn and practice how to play a pivotal role in delivering top-notch Run services to our valued clients. The team is in charge of developing and maintaining the relationship with our customers, serving as their dedicated point of contact, and ensuring the timely identification and resolution of any issues they encounter. As our customers first responder, you’ll serve as a central point of reference, facilitating seamless communication between various teams, including our clients’ technical experts and internal technical teams (Software, DevOps, Data).

On a daily basis, you’ll be in charge of:

• Handling incoming client requests and effectively escalating and monitoring them

• Identifying recurring or critical issues customers may encounter and liaising with the appropriate team or individual based on the area of concern (Software, DevOps, Data,…)

• Ensuring adherence to service level agreements (SLAs)

• Developing, compiling, and sharing Run reports (support, incident, health, etc.) with customers

• Provide key information and closely collaborate with the Engagement Lead to capture and identify new client needs and potential business opportunities

• Regularly updating our internal documentation to reflect the evolution of our services, including internal “how-to” best practices and more

Preferred experience

Experience and skills required:

• Familiarity with Python and a strong desire to learn it, knowledge of Django framework would be a plus, and SQL

• Inherent curiosity and a rapid learning ability in both business and technical competencies (Customer Success Management, Software, DevOps, Data,…)

• Good sense of analysis and resolution of complex problems

• Good written communication skills in both English and French

• Strong team player committed to completing tasks efficiently within deadlines

• Precision, attention to detail and a proactive, solution-oriented approach

• Self-organizational skills, enabling efficient task prioritization to achieve given objectives

Recruitment process

• HR call

• Interview with operational team, aiming at testing your fit to the specific job,

• Interview with a Codir member to validate the application