Technical Support Engineer

Requirements

• Experience: 3–4 years of dedicated experience in a Technical Support L2, Integration Consultant, or Solution Engineering role within a fast-paced SaaS environment
• Autonomy & Problem Solving: Highly autonomous and self-directed with a lean, continuous improvement background and the ability to systematically deconstruct complex issues
• Technical Proficiency: 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)
• Crisis & Communication Acumen: Exceptional communication and presentation skills, maintaining organization and calm under pressure when facilitating alignment between technical developers and business clients
• Language Skills: Professional fluency in both English and French (written and verbal) is required
• (Desirable) Scripting Capabilities: Hands-on experience writing scripts in Python, JavaScript, or Bash to support automated tool building
• (Desirable) Industry Literacy: A foundational understanding of logistics, freight forwarding, or global supply chain operations
• (Desirable) Multicultural Awareness: Fluency in any other European language is a valuable asset within our international environment

What the job involves

• As a Technical Support Engineer at Shippeo, you will sit at the intersection of deep technical expertise, AI-driven problem-solving, and cross-functional collaboration. This is not a traditional support role; you will serve as a vital technical bridge connecting our customers, product engineering, and customer success teams to accelerate issue resolution and eliminate systemic friction
• Operating within a dedicated team of four Solution Engineers and reporting directly to the Director of Solution Engineering, you will own complex technical challenges end-to-end. From deep-diving into the root causes of sophisticated integration anomalies to leveraging and building AI workflows that prevent recurring issues, your work will directly optimize operations and elevate the user experience across our global platform
• Engineering Support: Investigate and resolve complex, tier-2 user issues requiring advanced knowledge of platform behavior, data flows, APIs, and deep database queries
• AI Leverage & Workflow Automation: Build and implement intelligent agents into existing workflows, utilizing prompting and scripting to automate diagnostics, log analysis, and knowledge synthesis to eliminate recurring manual tasks
• Systemic Problem Solving: Partner directly with Product, Quality Assurance, and Engineering teams to address root causes, prioritizing permanent architectural fixes and product gap resolutions over individual patches
• Technical Customer Engagement: Act as a trusted technical contact for our portfolio, navigating major incident channels, managing communication threads, and conducting transparent post-mortems for both technical and non-technical stakeholders
• Incident Management Leadership: Lead response efforts during critical platform incidents, coordinate internal cross-functional resolution teams, and participate in an on-call rotation to support global 24/7 structures
• Enablement & Knowledge Management: Bridge the gap between product developments and user pain points by updating help centers, creating automated runbooks, and training level-1 support and customer success teams for increased autonomy