Mission Context As part of a temporary replacement, we are seeking a Technical Support Engineer to reinforce a Customer Care team within a SaaS software vendor specializing in B2B solutions. The consultant will serve as the second-level technical point of contact for customers and as the first-level support for internal teams. They will work closely with Customer Success, Care Operations, and Engineering teams to ensure service quality and rapid resolution of technical incidents. Mission Description The consultant’s main responsibilities will include: Providing second-level technical support to customers. Analyzing, diagnosing, and resolving technical incidents. Qualifying, reproducing, and documenting anomalies prior to escalation to development teams. Writing structured investigation reports for Engineering teams. Managing tickets end-to-end until resolution. Collaborating with Customer Success, Support, and Development teams to improve service quality. Contributing to the enrichment of the knowledge base and technical documentation. Supporting continuous improvement of support processes. **Candidate Profile:** 1–3 years of experience in technical support, application support, or helpdesk. Experience in a SaaS B2B environment is highly desirable. Strong analytical, diagnostic, and incident-resolution skills. Good knowledge of web technologies and REST APIs. Familiarity with application integrations (ERP, SSO, Webhooks) is a plus. Basic knowledge of SQL and/or scripting. Good understanding of application architectures. Experience with ticketing tools such as Jira, Zendesk, or Intercom is an advantage. Fluent English (written and spoken) is mandatory. Proficiency in another European language (French, German, or Spanish) is an asset. Strong interpersonal skills, customer orientation, autonomy, and ability to work in an Agile environment.
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
