📍 Job Overview

• Job Title: Technical Support Engineer Senior - 50 to 65K€ fixed
• Company: Worklife
• Location: Paris, Île-de-France, France
• Job Type: Hybrid (2 on-site days per week)
• Category: Technical Support, Customer Success
• Date Posted: 2025-06-11
• Experience Level: Mid-Senior level (2-5 years of experience)
• Remote Status: On-site (2 days per week)

🚀 Role Summary

• Key Responsibilities: Own level 2 support, coordinate with cross-functional teams, improve support quality and responsiveness, reduce support tickets, and enhance customer satisfaction.
• Key Skills: Technical support, debugging, observability practices, incident management, communication, prioritization, SQL analysis, GraphQL, Metabase, Datadog, SaaS, fintech, collaboration, documentation, customer success, operations.

💻 Primary Responsibilities

🔧 Support Ownership & Coordination

• 📝 Enhancement Note: This role requires a proactive approach to support, focusing on prevention and improvement rather than just reaction.
• Own escalation workflows, ensuring thorough documentation and timely handover to engineering when needed.
• Troubleshoot and lead first investigations on cross-stack issues using Datadog, audit logs, GraphQL, and Metabase.
• Coordinate incident response: animate war rooms, publish status updates, run postmortems, and track remediation.
• Identify recurring issues and propose scalable fixes (UX, product, tooling).

📈 Support Analysis & Improvement

• Analyze support trends (volume, complexity, impact) to feed into product and tech roadmap decisions.
• Maintain and improve self-service resources (FAQs, runbooks, internal dashboards).
• Communicate clearly with non-technical teams (CS, Ops, clients) on root causes, resolution, and business impact.

📅 Ticket Management & Prioritization

• Prioritize and triage tickets using a thoughtful approach that balances urgency, business priority, and technical complexity.
• Monitor and manage third-party service providers (e.g., PSPs, card issuers): handle escalations, track SLAs, and ensure accountability during incidents.
• Ensure SLAs/SLOs are visible, measurable, and respected across cross-functional support chains.

🎓 Skills & Qualifications

Education & Experience

• Previous experience in technical support, QA, platform operations, or technical product roles.
• Strong debugging abilities using GraphQL queries, browser debugging tools, audit logs, and SQL-based analysis.
• Proficient with observability practices and performance monitoring, with hands-on experience in alerting, dashboards, and incident detection.
• Fluent in English (French is a plus).

Required Skills

• Experience with structured incident management processes (ITIL a plus).
• Ability to communicate clearly across technical and non-technical audiences.
• Skilled in translating technical issues into clear, business-relevant insights for Customer Success, Operations, and Product teams.
• Strong prioritization instincts based on impact, urgency, and business value.

Preferred Skills

• Experience in a SaaS scale-up or high-growth product team.
• Familiarity with the fintech/payments ecosystem, including operational sensitivity to topics like card issuing, transaction flows, KYC, or compliance.
• Experience collaborating with or managing third-party providers, including SLA alignment and incident coordination.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on support and improvement, a portfolio is not explicitly required. However, demonstrating problem-solving skills, process improvement projects, and relevant case studies can strengthen your application.

• Portfolio Essentials: Not explicitly required for this role.
• Technical Documentation: Not explicitly required for this role.

💵 Compensation & Benefits

Salary Range

• 50k€ to 65k€/year depending on the relevance and duration of your experience.

Benefits

• 📝 Enhancement Note: The salary range and benefits are provided in Euros (EUR) and are region-specific to Paris, France.
• RTT (number of days defined by the collective agreement, 9 in 2024)
• Hybrid teleworking policy: 2 on-site days in the Paris offices (rue de la Boétie). Monday is a mandatory day at the office.
• 14€ / day worked in meal vouchers, covered at 50% and access to the benefits of our food partners including Frichti
• 800€ / year sustainable mobility allowance for your transport needs (public transport pass, scooter, bike purchase, single metro ticket, etc.)
• 120€ / month for personal services (household help, sports coaching, childcare, etc.), 200€ / month if you're a parent
• 300€ / year telecommuting allowance for your telecommuting expenses
• 30€ / month for your sports activities
• 100€ / year to contribute to your vacation expenses
• 100€ / year to contribute to your Christmas expenses
• An excellent working atmosphere: an international environment, team events, offsite, superb offices in the 11th arrondissement.
• The pleasure and pride of using our own product on a daily basis (and testing out all the benefits on offer!)

🎯 Team & Company Context

🏢 Company Culture

• Industry: Fintech, Employee Benefits
• Company Size: Medium (13M ARR, aiming for 27M by 2027)
• Founded: Not explicitly stated, but growing rapidly since 2019
• Team Structure: Specialized teams: Platform, Frontend, Backend, QA, Mobile; over 23 engineers based between Paris and Kyiv.
• Development Methodology: Agile, with cross-functional collaboration between tech, product, and operations teams.

📈 Career & Growth Analysis

• Web Technology Career Level: Technical Support Engineer Senior (Mid-Senior level, 2-5 years of experience)
• Reporting Structure: Reports directly to the CTO, Farah, and works closely with the Head of CSM, Gwen, and the Engineering Manager, Vijai.
• Technical Impact: Owns level 2 support, coordinates with cross-functional teams, improves support quality and responsiveness, reduces support tickets, and enhances customer satisfaction.

🌐 Work Environment

• Office Type: Hybrid (2 on-site days per week, with a mandatory day on Monday)
• Office Location(s): 48 rue la Boétie, Paris, France
• Workspace Context: Collaborative workspace with international teams, team events, offsites, and superb offices in the 11th arrondissement.

📄 Application & Technical Interview Process

• Interview Process:
  1. Intro Call (30min) – with Hector (Talent Acquisition Manager)
  2. Peer Discussion (30min) – with Malik (Client Ops) and one back-end engineer
  3. Team Interview (1h) – with Gwen (Head of CSM) & Vijai (Engineering Manager)
  4. Manager Interview (45h) – with Farah (CTO) & Florian (COO)
  5. Final Chat (30min) – with Victoire (Head of People)
  6. References & Offer
• Portfolio Review Tips: Not explicitly required for this role.
• Technical Challenge Preparation: Not explicitly required for this role.

📌 Application Steps

To apply for this Technical Support Engineer Senior position:

• Submit your application through the application link.
• Prepare for the Intro Call with Hector, focusing on your support experience and problem-solving skills.
• For the Peer Discussion, demonstrate your technical prowess and ability to work with backend and ops teams.
• In the Team Interview, showcase your support flow structuring and improvement skills.
• During the Manager Interview, highlight your operational leadership posture and ability to navigate between tech and business issues.
• In the Final Chat, discuss your cultural fit and readiness to join Worklife.
• If the outcome is positive, you'll have 5 days to give your answer.