Technical Support Engineer

Paris , le-de-France, France

Type: n/a

Category: Customer Service & Support

Requirements: English
Company: Shippeo
Region: Paris , le-de-France

Company Description

Founded in 2014, Shippeo is a leading European SaaS company specializing in supply chain visibility. Over the past two years, we have experienced rapid growth, securing 140 million in funding, including 30 million raised in January 2025.

At Shippeo, we take pride in our exceptional diversity, with a team comprising 27 nationalities and fluent in 29 languages. With offices spanning Europe, North America, and most recently Asia, we deliver global, multimodal, real-time transportation visibility to customers across industries such as retail, manufacturing, automotive, and CPG.

Our vision is to become the world''s leading data platform for the freight industry. By leveraging our expanding network, real-time data, and AI, we empower supply chains to deliver superior customer experiences while achieving operational excellence.

Job Description

As a Senior Technical Support Engineer at Shippeo, you will play a key role in delivering world-class 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 hands-on role that blends technical expertise with strong customer engagement and proactive problem-solving.

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 high-quality technical support, handling complex user issues that require advanced troubleshooting
• Manage support requests via our ticketing system, ensuring timely follow-ups 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 on-call 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 self-service 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 3-4 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

Problem-solving & attention to detail : Ability to analyze complex technical problems, identify root causes, and develop innovative solutions

Adaptability & multitasking : Comfortable working in a fast-paced environment, prioritizing multiple requests, and staying up-to-date with product changes

Collaboration & communication: Ability to work cross-functionally with developers, product managers, and customer-facing teams

Crisis management : Ability to stay calm and organized under pressure when handling critical situations.

Customer-centric mindset: Strong interpersonal and communication skills to provide a seamless customer experience

Documentation & knowledge sharing:

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