Support Engineer H/F

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💡 Context

As a Support Engineer, you will join the Customer Service team and report directly to Audrey, Support Director.

You are responsible for the proper functioning of services delivered to clients, responsiveness in case of incidents, and maintaining a high level of satisfaction.

Your mission lies between technical tasks, communication, and continuous improvement.

👉 Your Future Missions

Client Relationship and Service Management

• Ensure regular operational follow-up with clients to review requests, incidents, and evolutions.
• Act as the main technical point of contact, understand business needs, and coordinate internal responses.
• Produce and lead service reviews and ensure client communication in case of commitment breaches.
• Identify new opportunities for optimization or improvement of the delivered service.

Advances Technical Support

• Handle complex requests and incidents not resolved by level 1.
• Support level 1 teams in troubleshooting and skill development.
• Collaborate with Software Factory teams to resolve technical issues.
• Document solutions, enrich the knowledge base, and write incident reports.

Service Quality and Continuous Improvement

• Monitor alerts from monitoring tools (Kibana, 247, etc.) and implement corrective or preventive actions.
• Be proactive in improving support processes, client follow-up, and incident management.
• Participate in operational risk management and in the implementation of continuity or contingency plans.

🚀 About Your Future Manager

[Audrey, Support Director]

Audrey joined Skaleet in 2008, first as a Software Development Engineer. She later advanced to Quality Support Manager and then became Support Director. She has had the privilege of witnessing the evolution of both the product and the company, which makes her one of the people who knows Skaleet best!