Customer Technical Support Engineer, French Speaker

Job Description

As a Customer Technical Support Engineer, your primary responsibility will be to act as the main point of contact for first and second-line technical support via phone and email. You will be required to: Diagnose and troubleshoot incidents, collaborating with Product and Engineering teams to ensure timely resolution. Manage incident reports, customer communications, and escalations, ensuring service levels are met. Resolve technical and non-technical issues in a professional and customer-centric manner. Investigate platform and hardware issues across the Justride system. Assist with customer configurations for special events and ticketing programs. Deliver training to customers via video conferencing and occasional in-person sessions. Create and maintain internal documentation, FAQs, and technical reference materials. Build a deep understanding of our products and how they are used in real-world scenarios. Participate in on-call rotations during critical launches and go-live periods.

Qualifications

As a Customer Technical Support Engineer, the key requirements are: 1. Proven experience in a client-facing technical support or engineering role. 2. Strong technical skills with a methodical, investigative approach to problem-solving. 3. Fluency in French and excellent communication skills in both French and English. 4. Comfortable working independently and collaboratively in high-pressure environments. 5. Familiar with support tools and platforms such as Salesforce or Zendesk. 6. Keen to share knowledge and mentor others. 7. Experience with relational databases (SQL) (Nice to Have). 8. Knowledge of frontend, backend or mobile tech (HTML, CSS, JavaScript, JSON, Swift, Objective C, Kotlin, Java) (Nice to Have). 9. Familiarity with REST APIs and version control systems like Git (Nice to Have). 10. Experience with cloud platforms, especially AWS (Nice to Have). 11. Background in the transit or mobility industry (Nice to Have).

Benefits

The company offers competitive compensation and benefits, including: - 20 days of vacation per year (in addition to regional public holidays). On top of this, the office is shut every year between Christmas and New Year, totaling 28+ days of vacation. - Private Healthcare and Life Insurance via GP (EOR). - Menopause support. - Corporate workstation. - Training allowance of up to $1300 CAD per year. - $325 CAD per year to spend on your home office. - $50 CAD per month in team building. - Ability to work for up to 3 months per year from any country in the world. - Enhanced family leave.