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Support Engineer - Paris ou Bordeaux

FIELDBOX is hiring!

About

Our business: We help industrial companies to accelerate their digital transformation and dramatically improve their operational efficiency and competitiveness with data, software and AI. Our clients include CAC 40 companies, as well as small and medium-sized companies on five continents and over 150 industrial sites.

What makes us special: We offer a complete range of services, combined by latest technologies, covering the entire lifecycle from ideation, business value assessment, industrialized solution development, deployment, run and scale.

Our positioning: We seek long term partnership-relation with our clients. We can help them define their digital strategy and AI roadmap, build & run a solution, train, and transfer skills, set up and professionalize R&D or innovation units or digital & AI factories.

Our teams: A virtuous combination of three areas of expertise:

  • Business expertise: industrial operations & engineering.

  • Technical expertise: data science, software engineering & devops.

  • Delivery management expertise: managing digital projects and setting digital factories.

Job Description

Join our RUN team as a Support Engineer, where you will learn and practice how to play a pivotal role in delivering top-notch Run services to our valued clients. The team is in charge of developing and maintaining the relationship with our customers, serving as their dedicated point of contact, and ensuring the timely identification and resolution of any issues they encounter. As our customers first responder, you'll serve as a central point of reference, facilitating seamless communication between various teams, including our clients' technical experts and internal technical teams (Software, DevOps, Data).

On a daily basis, you’ll be in charge of:

  • Handling incoming client requests and effectively escalating and monitoring them

  • Identifying recurring or critical issues customers may encounter and liaising with the appropriate team or individual based on the area of concern (Software, DevOps, Data,...)

  • Ensuring adherence to service level agreements (SLAs)

  • Developing, compiling, and sharing Run reports (support, incident, health, etc.) with customers

  • Provide key information and closely collaborate with the Engagement Lead to capture and identify new client needs and potential business opportunities

  • Regularly updating our internal documentation to reflect the evolution of our services, including internal "how-to" best practices and more

Preferred Experience

Preferred experience

Experience and skills required:

  • Familiarity with Python and a strong desire to learn it, knowledge of Django framework would be a plus, and SQL

  • Inherent curiosity and a rapid learning ability in both business and technical competencies (Customer Success Management, Software, DevOps, Data,...)

  • Good sense of analysis and resolution of complex problems

  • Good written communication skills in both English and French

  • Strong team player committed to completing tasks efficiently within deadlines

  • Precision, attention to detail and a proactive, solution-oriented approach

  • Self-organizational skills, enabling efficient task prioritization to achieve given objectives

Recruitment Process

Recruitment process

  • HR call

  • Interview with operational team, aiming at testing your fit to the specific job,

  • Interview with a Codir member to validate the application

Additional Information

  • Contract Type: Full-Time
  • Location: Bordeaux, Paris
  • Education Level: Master's Degree
  • Experience: > 2 years
  • Possible partial remote
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