Product Support Engineer

• Provide L1/L2 support for core applications and as‑code components used within the US region.
• Diagnose issues across the full technical stack, frontend, backend, data, cloud infrastructure, and monitoring layers.
• Interact with internal users to understand issues, reproduce scenarios, and drive toward resolution.
• Access and operate within US client production environments while following strict security, compliance, and operational protocols.
• Use the full tech stack (e.g., Kubernetes, Node.js, MongoDB, Angular, RabbitMQ) to identify root causes and escalate to the appropriate engineering teams when necessary.
• Maintain and improve support processes and documentation, building on best practices established globally.

• Partner with Platform Engineering teams to enhance system reliability, scalability, observability, and resource efficiency.
• Troubleshot platform level issues such as pod behavior, resource limits, memory configuration, and deployment workflows.
• Contribute to reducing recurring incidents through proactive improvements in tooling, automation, and platform behavior.
• Collaborate with global engineering teams to ensure alignment across regions.

• Serve as a key technical partner to US delivery teams, helping triage issues and ensuring smooth operations.
• Coordinate with global teams in France and other regions to share learnings, escalate product-level bugs, and contribute to continuous improvement across the engineering organization.
•  Work closely with platform and cloud engineering to ensure high performance and resilience across production environments.

Your profile

• Bachelor’s or Master’s degree in Computer science, Engineering, Information Systems, or equivalent practical experience.
• 3 – 5 years of product support and cloud experience.
• Familiarity with software engineering, cloud & platform engineering (Kubernetes, Redis, Helm charts, ArgoCD), and tracking tools (Jira & Jira Service Management, Compass, New Relic).
• Demonstrated ability to investigate platform behavior, troubleshoot across the stack, and identify root causes in production environments.
• Skilled in diagnosing complex technical issues, even without coding.
• Leverages strong organizational and incident-management capabilities to prioritize, track, and resolve problems.
• Experienced in collaborating effectively with globally distributed teams to drive issue resolution.
• Strong communicator able to translate technical concepts into clear, actionable guidance for internal stakeholders, maintaining a customer-satisfaction mindset even without direct client interaction.
• French language fluency a bonus but not necessary.