Technical Support Engineer (L2)
Hybrid · Paris, Île-de-France, France
Job Summary
Paris-based Technical Support Engineer (L2) in a hybrid role. Own complex technical challenges end-to-end, bridging customers, product engineering, and customer success to accelerate issue resolution and eliminate systemic friction. Work within a four-person Solution Engineering team, handle tier-2 issues involving APIs, data flows, and deep database queries, and contribute to AI-driven diagnostics and workflow automation. Lead incident response during critical platform incidents, manage communications, perform post-mortems, and train level-1 support and customer success teams. Requires autonomy, strong problem-solving, and excellent communication in English and French. 3–4 years of SaaS experience in technical support or solution engineering, proficiency with SQL, Postman, Elasticsearch, and DBeaver, and a hybrid Paris work arrangement.
Required Qualifications
- 3–4 years of dedicated experience in a Technical Support L2, Integration Consultant, or Solution Engineering role within a fast-paced SaaS environment
- 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 tools)
- Professional fluency in both English and French (written and verbal)
- Strong onboarding, incident management, and cross-functional collaboration skills
- Experience leading incidents and coordinating cross-functional resolution teams
- Ability to deconstruct complex issues with a lean, continuous improvement mindset
- Experience with AI workflows, log analysis, and automated diagnostics is a plus
- Willingness to work in a hybrid Paris-based role with in-office days
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