Technical Support Engineer – French & English

About the role

We are seeking a proactive, customer‑centric Technical Support Engineer who is fluent in French and English. You will join our global support team to help French‑speaking and English‑speaking customers resolve product‑related queries and technical issues.

Key responsibilities

• Handle support tickets assigned through a round‑robin system, meeting defined SLAs.
• Provide expert technical assistance via email, chat, and phone, troubleshooting complex product issues.
• Collaborate with Development, QA, and Product Management to resolve problems and feed product improvements.
• Log and track software defects using Jira or similar tools, ensuring timely resolution.
• Work with Sales and Customer Success teams to support smooth onboarding and ongoing customer satisfaction.

Required profile

• Fluent in French and English, both written and spoken.
• Strong understanding of web applications, HTML, JavaScript, CSS, and jQuery.
• Proven experience supporting B2B SaaS customers in a technical support environment.
• Excellent communication, interpersonal, and problem‑solving abilities.
• Ability to analyze logs and diagnose technical issues.
• Proactive, customer‑focused, and capable of managing multiple priorities.

Required skills

• HTML
• JavaScript
• CSS
• jQuery
• Jira (bug tracking)
• Salesforce (CRM)

What we offer

• Opportunity to work with a leading digital experience optimization platform.
• Collaborative, values‑driven culture focused on impact and client satisfaction.
• Global team environment with continuous learning and professional growth.