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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong troubleshooting and problem-solving skills while providing Level 2 technical support to US customers. Effectively communicates complex technical topics to diverse audiences and coordinates with multiple stakeholders to ensure timely issue resolution.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting SkillsCustomer CommunicationSaaS Industry KnowledgeExperience with APIs
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingProblem-SolvingTechnical DocumentationIncident ManagementData FlowsBrowser DebuggingBasic SQLWeb IntegrationsDMS PlatformsAutomotive Software
Soft Skills
Strong Sense of OwnershipOrganizationFollow-ThroughClear CommunicationCollaboration
Tools & Technologies
ZendeskHubSpotCRM PlatformsVideo Call SoftwareEmail Communication Tools
Industry Keywords
SaaSAutomotive TechnologyCustomer SuccessUS MarketTechnical Support
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Act as the main Level 2 technical support contact for strategic US customers
- Investigate and troubleshoot complex technical issues unresolved by Level 1 Support
- Understand the customer’s environment, business impact, and expected outcome
- Communicate with customers by email, phone, and video calls
- Provide timely updates throughout investigation and resolution
- Own issues through suitable resolution or a clear action plan
- Explain technical topics in a simple, customer-friendly way
- Reproduce, analyze, and document technical issues
- Identify root causes and distinguish product, configuration, integration, and third-party problems
- Coordinate with customers, DMS and website providers, Product, Engineering, and other partners on fixes, workarounds, and escalations
- Maintain documentation, identify recurring issues, contribute to knowledge bases and support processes
- Share technical knowledge with Level 1 Support
- Work with Customer Success and CSMs to understand priorities and manage expectations
- Collaborate with Product and Engineering to investigate bugs, prioritize issues, and coordinate fixes
- Coordinate investigations and deployments with customers’ technical and operational teams
Requirements
What you’ll need- Previous experience in technical support, application support, implementation support, or a similar role in a SaaS company
- Experience supporting customers in the US market
- Strong troubleshooting and problem-solving skills
- Experience managing technical issues from initial diagnosis through resolution
- Excellent written and verbal communication skills in American English
- Ability to explain complex technical subjects clearly to technical and non-technical audiences
- Experience working with international teams across different time zones
- Ability to communicate directly with external technical providers and coordinate actions across multiple stakeholders
- Strong sense of ownership, organization, and follow-through
- Experience with Zendesk, HubSpot, or similar support and CRM platforms (nice to have)
- Experience with DMS platforms, automotive websites, dealership technology, or automotive software (nice to have)
- Experience with APIs, web integrations, data flows, browser debugging, logs, or basic SQL (nice to have)
- Previous experience working with US-based automotive customers or dealership groups (nice to have)
- Familiarity with support processes, incident management, and customer-facing technical documentation (nice to have)
- Based in the Paris office
- Availability to work 12:00 PM to 8:00 PM Paris time
- Ability to work occasional flexible hours for priority incidents or customer needs
Benefits
Comp & perks- One work-from-home day per week
- 35-hour contract
- Opportunity to play a key role in building and structuring the Level 2 technical support function
- Broad scope and significant ownership
- Opportunity to help define processes, tools, and standards of a growing international support organization