Customer Service Engineer H/F

Customer Service Engineer H/F at Skaleet

Skaleet is a dynamic and fast-growing tech company specializing in Core Banking Solutions. We help financial institutions in 15 countries to innovate, scale, and deliver superior banking experiences to millions of end-customers.

Job Description

As a Customer Service Engineer, you will join the Customer Service team, and will report directly to Audrey, Customer Service Director.

You are responsible for the proper functioning of services delivered to clients, responsiveness in case of incidents, and maintaining a high level of satisfaction.

Your mission lies between technical tasks, communication, and continuous improvement.

• Ensure regular operational follow-up with clients to review requests, incidents, and evolutions.
• Act as the main technical point of contact, understand business needs, and coordinate internal responses.
• Produce and lead service reviews and ensure client communication in case of commitment breaches.
• Identify new opportunities for optimization or improvement of the delivered service.

Advanced Technical Support

• Handle complex requests and incidents not resolved by level 1.
• Support level 1 teams in troubleshooting and skill development.
• Collaborate with Software Factory teams to resolve technical issues.
• Document solutions, enrich the knowledge base, and write incident reports.

Service Quality and Continuous Improvement

• Monitor alerts from monitoring tools (Kibana, 247, etc.) and implement corrective or preventive actions.
• Be proactive in improving support processes, client follow-up, and incident management.
• Participate in operational risk management and in the implementation of continuity or contingency plans.

Desired Profile

• Education: Master’s degree from an engineering school or IT/Networks (Bac+5).
• Experience in a technical role focused on customer support or delivery, ideally in a SaaS or banking environment.
• Languages: Fluency in French and English, both written and spoken.
• Interpersonal Skills: Strong service mindset, rigor, autonomy, team spirit, and ability to prioritize under pressure.
• Familiar with ITIL standards and high availability service SLA management.
• Good command of support and monitoring tools: Jira, Kibana, etc.
• You thrive on challenges, have an entrepreneurial mindset, and enjoy the energy of scale-ups.

Recruitment Process

1. A first video call with Maxime from the HR team to get to know each other and tell you more about Skaleet, our company culture & values (30’).
2. A technical interview with Audrey, Customer Service Director, and Alexis, VP Customer Service to dive deeper into the specifics of the role (60’).
3. A final meeting at our offices in Boulogne with Matthieu, Chief Customer Officer and Geoffroy, our Secretary General (60’).

Benefits

• 25 days of paid vacation and 12 additional days off (RTT) per year.
• The perfect health insurance: Alan Blue.
• Lunch Matters: We provide a Swile card to cover your meals on workdays and Skaleet offers the meal for everyone in the office on Thursdays.
• Entrepreneurial mindset and strong team spirit.
• Beautiful brand-new offices located in Boulogne-Billancourt, right next to Metro Line 10.

We look forward to discovering your profile!