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Customer Success & Support

Software Support Engineer

  • Contract Type: Full-Time
  • Location: Paris, France (75018)

About

Nuxeo is open source, and they take that a step further than most companies. Their truly open development model is at the core of their philosophy: their source code, documentation, roadmap, issue tracker, testing, benchmarks are all public.

They believe in a culture of transparency, trust, and sharing that allows customers and partners to clearly see their state-of-the-art engineering practices.

Since 2008, their diverse community of approximately 150 developers, engineers, administrators, sales, and operational professionals have been working to fundamentally change how people work with data and content to realize new value from their digital assets. They possess an uncompromising engineering mindset and unwavering focus on helping customers. They’re intellectually curious, hold each other accountable, and consider transparency to be one of their strongest assets. Their amazing team is growing fast, so if you have the skills, passion, and desire to join a company that’s powering the modern content-driven enterprise, apply! They will be reaching out shortly.

Job Description

As a Software Support Engineer, you will be tasked with providing quality customer support, close to the client's needs, speaking the same language, and aligning to the same vision. This position requires a true engineering mindset: if you love to investigate a problem and find a solution, you will fit right in!

Our customers are technical teams (architects, product engineers and application developers) who build applications and solutions using the Nuxeo Platform. Client communication is at the core of our business and you will be using all the tools available to you: e.g. JIRA, conference calls and videos.

The incumbent must be a proficient Java or JavaScript coder as they will be responsible for auditing and debugging source code in order to guide our clients in configuring and customizing the platform to suit individual and progressive needs.

Preferred Experience

As a Support Engineer, you'll be responsible for:

Assisting customers in troubleshooting problems, diagnosing issues with software installation and application, identifying root-cause and offering solutions.
Auditing and debugging source code in order to guide clients in configuring and customizing the Nuxeo platform to suit individual and progressive needs.
Interacting with clients via JIRA, phone, video conference, email or chat to ensure their issues are resolved in a timely manner, escalating issues as appropriate.
Partnering with internal technical teams (product management, engineering, dev ops, and cloud ops) to resolve problems with configuration/code, software bugs, performance, and system failures.
Documenting the knowledge base of recurring issues.

In an ideal world, you will have:
2+ years of experience in Software Support or Software Development.
Solid technical background in development (mainly Java/JavaScript, but also web, system and database technologies).
Excellent time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Have a service-oriented mind, be analytical, and have strong problem-solving skills.
Strong attention to detail and extremely well-organized.
Positive can-do attitude & ability to work well with teams.
Good at communicating complex ideas and reaching out to different points of view.

Recruitment Process

  • HR screening
  • Manager's interview
  • coworker's interview
  • VP's interview

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75018)
  • Possible partial remote