This position is based in the Paris office, but flexible with regular remote work possible. Globally distributed, Technical Support Engineers are integrated in our Support team, providing technical support to our international customers. They have a deep technical understanding of the SightCall platform and work closely with customers, Customer Success team, product team, development team and Sales Team. They are key to our customer’s success.

What you’ll be doing:

- Provide Level 1-2 support to a large variety of customers with different configurations.

- Understand SightCall’s SLA obligations to its customers and ensure adherence.

- Take ownership of customer issues reported and see problems through to resolution or escalate to the relevant teams.

- Research, diagnose, troubleshoot and identify solutions to resolve issues raised through our ticketing system (Zendesk).

- Create and update internal and external documentation based on customer interactions.

- Follow and help improve our procedures for proper escalation of unresolved issues to the appropriate internal teams.

- Interact with product and development teams to ensure a good understanding of the ongoing developments and match with customer’s expectations.

- Continually research and learn the current and future best practices of using SightCall.

- Perform product testing as required, to make sure that we are delivering the best experience to our customers.

• - General IT skills on various operating systems : PC, Mac, iOS, Android.
  
  - Bachelor’s degree preferred in Computer Science, Engineering or relevant field.
  
  - Basic understanding of the security processes, standards & issues involved in multi-tier, multi-tenant web applications – e.g. SSO, LDAP, etc.
  
  - Must be fluent in French and English and one of the following languages : German or Spanish. Any additional languages are welcome.
  
  - Decent understanding of Rest APIs
  
  - Programming skills (JS, Python) would be a plus.