Technical Support Engineer (L2)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Technical Support Engineer (L2)Full-timeJob Function: Network and Customer Operations (NCO)Department: CX (Customer Experience)Company DescriptionFounded in 2014, Shippeo is a leading European SaaS company transforming supply chain visibility. With a global presence and multicultural team of 27 nationalities operating across Europe, North America, and Asia, we offer real-time multimodal transportation visibility to top industry leaders across various sectors. Our ambition is to become the world's leading supply chain data platform, using predictive AI, high-quality real-time data, and a robust partner network to enhance customer experience and operational excellence.Learn more about our mission and values on our website: https://www.shippeo.com/en/company/about-usJob DescriptionAbout the roleAs a Technical Support Engineer at Shippeo, you will sit at the intersection of deep technical expertise, AI-driven problem-solving, and cross-functional collaboration. This is not a traditional support role; you will serve as a vital technical bridge connecting our customers, product engineering, and customer success teams to accelerate issue resolution and eliminate systemic friction.Operating within a dedicated team of four Solution Engineers and reporting directly to the Director of Solution Engineering, you will own complex technical challenges end-to-end. From deep-diving into the root causes of sophisticated integration anomalies to leveraging and building AI workflows that prevent recurring issues, your work will directly optimize operations and elevate the user experience across our global platform. Please Note: This role is based in Paris  and operates on a hybrid model, requiring two days per week in the office.As we operate internationally, we kindly request all candidates to submit their CV in English. Unfortunately, applications submitted in any other language will not be considered.Contract Type: Permanent / CDIFunction: Solution Engineering Key responsibilities:Engineering Support: Investigate and resolve complex, tier-2 user issues requiring advanced knowledge of platform behavior, data flows, APIs, and deep database queries.AI Leverage & Workflow Automation: Build and implement intelligent agents into existing workflows, utilizing prompting and scripting to automate diagnostics, log analysis, and knowledge synthesis to eliminate recurring manual tasks.Systemic Problem Solving: Partner directly with Product, Quality Assurance, and Engineering teams to address root causes, prioritizing permanent architectural fixes and product gap resolutions over individual patches.Technical Customer Engagement: Act as a trusted technical contact for our portfolio, navigating major incident channels, managing communication threads, and conducting transparent post-mortems for both technical and non-technical stakeholders.Incident Management Leadership: Lead response efforts during critical platform incidents, coordinate internal cross-functional resolution teams, and participate in an on-call rotation to support global 24/7 structures.Enablement & Knowledge Management: Bridge the gap between product developments and user pain points by updating help centers, creating automated runbooks, and training level-1 support and customer success teams for increased autonomy.Qualifications Experience: 3–4 years of dedicated experience in a Technical Support L2, Integration Consultant, or Solution Engineering role within a fast-paced SaaS environment.Autonomy & Problem Solving: Highly autonomous and self-directed with a lean, continuous improvement background and the ability to systematically deconstruct complex issues.Technical Proficiency: Extensive practical experience querying databases, analyzing platform logs, and debugging web integrations using APIs and technical environments like SQL, Postman, Elasticsearch, and DBeaver (or equivalent ticketing and database...