Technical Support Engineer

As a Senior Technical Support Engineer at Shippeo you will play a key role in delivering worldclass technical support and expertise. Acting as a crucial bridge between our products and customers you will ensure seamless system connectivity swift incident resolution and continuous process improvement.

This is a handson role that blends technical expertise with strong customer engagement and proactive problemsolving.

Reporting to the Director of Solution Engineering and working within a team of four other Technical Support Engineers your key responsibilities will include:

Key Responsibilities

1. Technical Support & Incident Resolution

• Provide highquality technical support handling complex user issues that require advanced troubleshooting

• Manage support requests via our ticketing system ensuring timely followups and adherence to SLAs

• Collaborate with internal teams and third parties to resolve technical challenges effectively.

• Guide and mentor Solution Engineers as well as other support team members on best practices in resolving escalated cases

2. Incident Management

• Lead incident response efforts for major outages coordinating with Tech Product and Customer Experience teams to ensure timely resolution

• Be available for oncall rotations to handle critical incidents outside of business hours ensuring smooth coordination across teams

3. Product Expertise & Continuous Improvement

• Work closely with Tech Product and Customer Experience teams to enhance product capabilities and processes based on customer feedback

• Develop and maintain external documentation to improve customer selfservice support

• Contribute to knowledge sharing by creating technical documentation FAQs and training materials

4. Process Optimization & Tools Administration

• Identify areas for improvement within the support workflow and implement new procedures to enhance team efficiency

• Document and share best practices across the Support department

Qualifications :

You are an ideal candidate if you:

• Have 34 years of experience as a Technical Support L2 or Solution Engineer in a SaaS environment

• Have extensive experience working with APIs and databases

• Are comfortable interacting with Tech/Product teams CSM teams clients and third parties

• Possess excellent communication skills to explain technical concepts clearly

• Have strong client relationship management skills (a plus)

• Are fluent in English and French (mandatory); proficiency in another European language is a plus

• Have experience working in a global environment and within 24/7 support structures

• Are familiar with APIs databases (DBeaver Elastic Search) SQL Postman and ticketing tools (Zendesk Front etc.

Key Qualities & Skills

Technical proficiency: Strong technical skills and a quick learning ability to troubleshoot and analyze issues related to Shippeos core product
Problemsolving & attention to detail: Ability to analyze complex technical problems identify root causes and develop innovative solutions
Adaptability & multitasking: Comfortable working in a fastpaced environment prioritizing multiple requests and staying uptodate with product changes
Collaboration & communication: Ability to work crossfunctionally with developers product managers and customerfacing teams
Crisis management: Ability to stay calm and organized under pressure when handling critical situations.
Customercentric mindset: Strong interpersonal and communication skills to provide a seamless customer experience
Documentation & knowledge sharing: Contribute to internal and external documentation to improve support efficiency

Additional Information :

Application Requirements:

Since Shippeo operates internationally please submit your CV in English. Were eager to hear from you if youre ready to take on a challenge and grow your career in a supportive innovative environment. 

This job is based in Paris but we are open to candidates working remotely in France.

 

Recruitment Process:

1 Recruiter Screen 45 min with our TA Milena 
2 Hiring Manager Interview 45 min with Thibault
3 Use Case Assignment Prepare at home and debrief with two team members 45 min)
4 Final Interview with VP CX 30 min with Thibaut

We are looking for talents who share our values:

•   Ambition

•   Care

•   Deliver

•   Collaboration

Find out more about our values in Our Culture Book

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Meet our Shippians and get to know more about their role at Shippeo!
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Diversity Statement

We are committed to fostering diversity and inclusion within our workplace as we value the unique perspectives and experiences that individuals from all backgrounds bring to our team. We are dedicated to providing equal employment opportunities to all candidates regardless of their background or abilities and our commitment to inclusion is reflected in our policies practices and workplace culture.

We understand that candidates may have unique needs or questions related to disability inclusion. To facilitate this you can reach our dedicated Disability Advisor at with any inquiries or requests for accommodations during the application process.