Product Support Analyst

Akeneo is the Product Experience (PX) company and global leader in Product Information Management (PIM), creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere.

We’re all about experience—from the best‑in‑class product we build to the inspiring environment we create for our employees. You’ll grow in a dynamic environment where your ideas and expertise will make an impact from day one. Our flexible work model empowers you to thrive, balancing professional success with personal fulfillment. At Akeneo, you’ll be part of a supportive and collaborative team that values open communication, shared successes, and meaningful relationships.

Job Description

We are looking for a Product Support Analyst to join our growing team in Nantes who will have a hands‑on approach, become an expert on Akeneo’s products and help our clients and partners unlock growth through the power of our Product Experience Management (PXM) solutions.

• Respond to functional and technical requests in an empathetic, accurate, and timely manner from the Jira Service Desk portal.
• Coordinate the technical qualification of bugs and questions with our Support Software Engineers and the patch releases with our maintenance leaders.
• Carry the resolution of support requests from start to finish, displaying strong internal collaboration to deliver the best customer experience to our clients and partners.
• Contribute actively to the ongoing learning and success of the Customer Product Support team, helping to achieve team goals and successes.
• Build on customer and partner feedback by improving our functional and technical documentation.
• Engage in the on‑call duties to effectively support our clients in enhancing their product experience.
• Collaborate with the rest of the product squads to test new features and bug fixes, and help to surface meaningful customer feedback.

What We Look For

• At least 2 years of experience in the SaaS Support field.
• Strong problem‑solving skills and an ability to learn quickly.
• Proficiency with tools such as Datadog, Postman, Jira Service Desk, GitHub.
• Excellent communication with internal and external stakeholders across continents.
• Proactive, autonomous, self‑motivated, and resourceful.
• Fluency in French and English (written and spoken).

You don’t need to tick every box. We strongly encourage candidates from all backgrounds to apply. If your experience is slightly different, we still want to hear from you!

Interview Process

• 30‑minute screening call with a member of our Talent Acquisition team.
• 60‑minute call with the hiring manager.

Life at Akeneo

Work Environment

• Work‑Life Balance: Flexible working hours, hybrid setup allowing 3‑4 days from home, 34 days annual leave, RTTs, up to 30 days Work from Anywhere.
• Home Office & Commuter Benefits: €500 budget to enhance home office, 50% discount on public transportation pass or €45/month sustainable commuting allowance.
• Meal vouchers: 50% employer‑funded Swile card, €9.5 per working day.

Inclusivity

• Generous Parental Leave: 16 weeks paid maternity leave, 4 weeks paid leave for the second parent, gradual return‑to‑work program.
• Daycare: Access to high‑quality crèches with guaranteed spots.
Community & Support: 2 paid volunteering days annually, Employee Resource Groups promoting diversity and inclusion.

Growth & Development

• Professional Development: €1,000 annual budget, internal mobility, Women in Leadership Programme.
• Comprehensive Onboarding: 8‑week program.

Wellbeing

• Health & Insurance: Comprehensive private medical insurance covering 91%‑94% of expenses.
• Financial Security: Life insurance up to 5 years of salary, income protection.
• Mental Health Support: Individual confidential sessions with a mental health practitioner or coach.

For more information about benefits, don’t hesitate to contact our Talent Acquisition team.