9 days ago
Paris, FranceMid Level
Responsibilities
- Investigate and resolve complex tier-2 customer issues involving platform behavior, data flows, APIs, database queries, logs, and integrations.
- Build and implement AI-enabled agents, prompts, and scripts to automate diagnostics, log analysis, and knowledge synthesis.
- Partner with Product, Quality Assurance, and Engineering to identify root causes and deliver permanent architectural or product fixes.
- Serve as a technical customer contact, manage major incident communications, and conduct technical and non-technical post-mortems.
- Lead response efforts during critical platform incidents and participate in a global 24/7 on-call rotation.
- Update help centers, create automated runbooks, and train level-1 support and customer success teams.
Requirements
- 3–4 years of dedicated experience in Technical Support L2, Integration Consulting, or Solution Engineering within a fast-paced SaaS environment.
- Practical experience querying databases, analyzing platform logs, and debugging web integrations.
- Experience with SQL, Postman, Elasticsearch, DBeaver, or equivalent ticketing and database tools.
- Professional fluency in written and verbal English and French.
- Strong autonomy, systematic problem-solving ability, communication skills, presentation skills, and composure under pressure.
- Preferred: scripting experience with Python, JavaScript, or Bash; knowledge of logistics, freight forwarding, or global supply chain operations; and fluency in another European language.
Benefits
- Permanent/CDI employment contract.
- Hybrid work model in Paris requiring two days per week in the office.
- Flexible policies, professional development, growth opportunities, internal mobility, and continuous learning.
- Diverse, inclusive, and international work environment focused on meaningful global supply-chain impact.
Tech Stack
Categories
Solutions Engineering
About Shippeo
Shippeo builds a SaaS platform for real-time, multimodal transportation visibility, providing tracking, predictive ETAs, and transport process automation for enterprise shippers and logistics service providers. The company sells subscriptions and integrations that connect to carrier, TMS, and telematics data to improve on-time delivery and exception management. Founded in 2014 and headquartered in Paris, Shippeo serves global brands such as Heineken, L’Oréal, Coca-Cola HBC, Renault Group, and Saint-Gobain.