Technical Support Engineer – French & English

Description

Qualified by the company, part of the company, is hiring a Technical Support Engineer in Dublin who is fluent in French and English.

The role joins a growing Technical Support team that serves the Qualified Success team.

The company is the 1 AI CRM, and the role sits between customers, Engineering and Product.

Responsibilities

• Handle support requests from live chat, email and phone, setting priorities and owning each case from first investigation to final resolution.
• Diagnose and fix complex technical problems in the company CRM, the company CPQ and Revenue Cloud Advanced.
• Work with Engineering to find root causes and escalate product bugs.
• Pass customer feedback to Product so it can shape the roadmap.
• Write and update documentation and knowledge base articles.
• Support incident response and refine support workflows as a technical advisor.

Requirements

• Fluent in French and English, with strong written and verbal communication in both.
• 2 to 4 years of work experience, including solid knowledge of the company CRM, the company CPQ and Revenue Cloud Advanced.
• Strong analytical and problem-solving skills, and a persistent, detail-focused approach to getting issues fully resolved.
• A genuine interest in customer support, with the ability to explain complex technical topics clearly and work well with Support, Engineering, Product and Customer Success teams.
• Even better if you hold a bachelor's degree (BA/BS) in Computer Science, Information Technology, Engineering or a related technical field.
• Even better if you hold the company Certified Administrator or the company Certified Platform Developer I certification.
• Even better if you have supported the company-based applications, integrations or SaaS platforms, including troubleshooting the company CPQ and Revenue Cloud Advanced implementations.
• Even better if you know technical support processes, incident management and case management, and can juggle several priorities in a fast-moving setting.

Conditions

The role is based in Dublin.

Candidates should apply for no more than 3 roles within 12 months.

Benefits

• The company offers benefits and resources aimed at helping you keep a healthy balance.