Software Support Engineer


Software Support Engineer

  • CDI 
  • Tassin-La-Demi-Lune




  • SaaS / Cloud Services
  • Entre 250 et 2000 salariés

Le poste

Software Support Engineer

  • CDI 
  • Tassin-La-Demi-Lune

Cette offre a été pourvue !

Who are they?

LumApps est une start-up internationale d’origine lyonnaise qui développe depuis 2015 une plateforme d’Expérience Collaborateur en mode SaaS intégrée aux suites collaboratives de Google et Microsoft. Officiellement recommandée par Google et récompensée par le label Happy at Work en 2021, LumApps connaît une forte croissance depuis le début d’année.

Avec une équipe de plus de 250 personnes réparties dans 6 bureaux (Lyon, Paris, Londres, Austin, Tokyo), LumApps accompagne des entreprises comme Veolia, Valeo, Air Liquide, Colgate-Palmolive, The Economist, Schibsted, EA, Logitech. Pour accompagner son développement à l’international, LumApps a levé 70 millions d’euros en décembre 2019.

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Job description

About Us: 

At LumApps, we put people first. We believe that every employee is unique and, therefore, each employee journey is different. Our mission is to make every employee experience personal, productive and rewarding. LumApps is a leading Employee Experience Platform founded in 2015 to unify the modern workforce through better communication, engagement, and instant access to information. LumApps is a true SaaS platform, designed to scale to the needs of today’s largest enterprises and is easily accessible across any device or language.

About the role:

LumApps is seeking a Software Support Engineer to join our growing team! In this role you will study and resolve complex and challenging requests from our customers arriving in Zendesk, recommend solutions, and guide product users through features and functionalities. You will synthesize data and collaborate with other teams such as development, QA, customer success, etc. You will be expected to work in the Pacific Time Zone standard business hours. 

What you will do:

  • Respond to customer queries in a timely and accurate manner via email and tickets
  • Identify customer needs and help customers use/understand platform features
  • Diagnose and troubleshoot product malfunctions 
  • Ability to test, troubleshoot, and reproduce a multitude of product features
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Properly escalate unresolved issues to appropriate internal teams 
  • Follow up with customers to ensure their technical issues are resolved
  • Update our internal databases with information about technical issue, use cases that will benefit the customers knowledge of the platform
  • Lead internal projects to improve the efficiency of the support team.

What we are looking for:

  • Experience as a Technical Support Specialist, Customer Support Specialist, or similar Customer Support role
  • Ability to diagnose and troubleshoot technical issues (Python/React)
  • Ability to communicate technical information to non-technical users
  • Experience using Helpdesk softwares and other support tools
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Patience and diligence when handling tough cases
  • Additional certifications (Microsoft Azure, Google GSuite, etc…) are a plus

What we offer:

  • A program designed with your success in mind. We're looking for intelligent, hard-working, and ethical individuals that will appreciate a well-coached path to a rewarding career
  • 100% employer-paid benefits for employees, starting day one
  • Awesome coworkers and culture
  • 401(k) with employer match
  • So much more!

If our core values of: “Be bold, do amazing things”, “Say what you mean, Do what you say”, “One team, Same mission”, and “Always be evolving,” speak to you, apply to join our team today!



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