Technical Support Specialist

About The Role

We’re looking for a Technical Support Specialist to deliver fast, high-quality, and technically sharp support while acting as the frontline bridge between our users and our product.

This is a high‑impact role within the Client Success team (alongside Customer Success Managers): you’ll own the full support lifecycle and play a critical role in ensuring customer satisfaction, product adoption, and issue resolution at scale.

You’ll work hand‑in‑hand with the Engineering team on a daily basis : triaging complex technical issues, reproducing bugs, providing clear and structured context, and ensuring fast, high‑quality resolutions. You’ll act as a key connector between customers and engineers, helping prioritize fixes, clarify edge cases, and improve overall product reliability.

You’ll be working in a small, entrepreneurial team , where ownership is real and ideas are expected, not optional. You won’t just execute processes; you’ll help build them.

Your mandate is clear: resolve complex customer issues with precision, collaborate deeply with Engineering to unblock technical challenges, and continuously improve support processes and product feedback loops.

Responsibilities

• Own customer support end‑to‑end
• Handle customer requests across chat (Intercom), email, and internal channels with speed, clarity, and precision
• Deliver accurate, actionable solutions tailored to each customer’s context
• Own the lifecycle of every request: from first response to resolution, keeping stakeholders informed throughout
• Lead technical investigation & issue triage
• Perform deep first‑level investigations on complex topics (APIs, integrations, logs, AI‑related behaviors, bugs)
• Distinguish between issues that can be solved directly vs. those requiring escalation
• Qualify, reproduce, and document technical issues with a high level of detail to enable efficient handoff to engineering
• Act as a translator between customers and technical teams
• Build strong product expertise & feedback loops
• Develop an in-depth understanding of the product, its architecture, and its evolving features
• Educate customers clearly on product capabilities, limitations, and best practices
• Identify recurring issues and patterns, and collaborate with Product & Engineering to improve the experience
• Improve support processes, tools & knowledge base
• Contribute to and maintain high‑quality documentation (Help Center, FAQs, guides, tutorials)
• Propose and implement improvements to streamline workflows and automate repetitive tasks
• Take ownership of new ideas: test, iterate, and help shape how support operates at scale
• Monitor KPIs and continuously optimize support performance and efficiency
• Produce structured reporting on customer requests, trends, and pain points

Qualifications

• You have 2+ years of experience in technical/customer support, ideally in a SaaS or startup environment
• Ideally, you have experience with CRM/phone provider integrations or a good understanding of Salesforce/HubSpot architectures
• You have a strong technical mindset: you are comfortable working with APIs, logs, integrations, debugging, and understanding how systems interact (even if you’re not a developer)
• You enjoy working in small, fast‑moving teams where you’re expected to take initiative and contribute beyond your scope
• You don’t just follow processes, you challenge, improve, and build them — with a strong AI‑builder mindset, meaning you’re either already comfortable building and automating workflows using AI, or highly motivated to learn and leverage AI to drive efficiency and scale
• You are fluent in French and English, both written and spoken
• You have excellent written communication: clear, structured, and adapted to different audiences (customers, product, engineering)
• You combine empathy and rigor: you care deeply about helping users, while maintaining high standards in execution
• You are curious, methodical, and persistent: you dig deep, ask the right questions, and don’t stop until the issue is solved
• You are autonomous, organized, and proactive, with the ability to prioritize and handle multiple topics without compromising quality

Why this role matters

Customer Support at Modjo is not just about answering tickets, it’s about solving complex problems at the intersection of users, product, and technology. In a small, entrepreneurial team like ours, every improvement you bring has immediate impact. This role is key to scaling support the right way: smarter, more technical, and more impactful, both for customers and for the product.