Support Engineer

Akeneo is the product experience (PX) company and global leader in Product Information Management (PIM); creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere. Akeneo empowers business leaders with software, education, and an engaged community all focused on the practice of product experience management.
At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community! Our Purple Fire isn't just a set of values; it's our unique way of igniting passion and driving excellence. Bold and fun, with a hint of the unexpected - it is the essence of who we are. We want our people to help us grow and to grow with us, and that's why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo! Learn more about who we are as an employer and about our Culture and Values via our Career page .
Job description
We are looking for a Support Engineer to join our growing team in Boston. The Support team members are based in Nantes, Boston, and Sydney and are part of the Product department. The team is filled with tech-savvy, dedicated, and passionate people who take pride in going the extra mile to deliver the best customer experience.
Your Missions:

• Collaborate across teams to solve complex Growth and Enterprise Edition technical customer issues in an accurate and timely manner, through the Jira Service Desk portal.
• Support Akeneo clients and partners by investigating highly technical issues and requests, while delivering fantastic support experiences to our customers.
• Dive deep into logs, code, infrastructure configurations, and any other relevant data to identify the root cause of the issues.
• Work with teams spanning across the Product Department to ensure the reliability of your technical qualifications.
• Improve your skillset thanks to training and exposure to other programming languages featured in Akeneo products.
• Capitalize on feedback from our customers and partners to refine our technical documentation and help improve the quality of all our products.
• Contribute to the ongoing success of the Support team and help your teammates grow their skills: internal documentation, team workshops, and tooling to help achieve team goals.

Technical Stack:

• Infrastructure: GCP, Kubernetes, Docker
• Back-end: PHP, Symfony
• Operating system: Linux, Bash
• Databases: MySQL, ElasticSearch
• Observability and monitoring: Datadog
• Collaboration tools: Jira, Notion, or similar

Qualifications

• You have at least two years of experience in application development or level 3 technical support.
• You have good knowledge of PHP or other backend languages and are comfortable with SQL.
• You have a working understanding of Cloud-based infrastructures (GCP, AWS...)
• You are comfortable with Linux, VMs, and containerized applications.
• You have experience with a ticketing system (Jira or similar).
• You know how to communicate efficiently with stakeholders from various internal teams.
• You believe cross-continental communication is a great challenge!
• You have strong written and verbal communication skills, including communicating with technical and non-technical customers.
• You are autonomous, reactive, and love solving problems!

Life at Akeneo
Culture
Diverse, cross-cultural team.
Annual All Staff gathering week, office parties, team offsites
Top-notch 8-week onboarding program for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company
General
Competitive package and complementary health insurance.
Time off
Flexible working hours and hybrid setup (up to 3-4 days per week working from home).
16 weeks paid maternity leave (30 days paid leave if you are the second parent).
Gradual Return to Work program after maternity or adoption leave.
25 days holiday per calendar year in addition to Public Holidays.
️ Work from Anywhere Scheme - Explore the possibility of working from anywhere in the world for up to 30 days per year.
Health & Wellness
Individual and confidential coaching sessions with a mental health practitioner of your choice.
Plan your retirement with ease thanks to our 401k with company matching.
Equipment
Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...
A $600 personal hybrid working allowance to maximize your home office environment.
Professional Development
Participation in in-house events welcoming external guests (ie. Meetups) or industry events.
A $1,000 learning budget per employee per year.
Perks & Discounts
A $80/month Sustainable Transportation Allowance to support eco-friendly commuting options such as public transportation, biking, or carpooling if eligible.
Corporate Responsibility
Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charities of your choice.
Join one or several of our Employee Resource Groups and take an active part in promoting diversity and inclusion within our company.
Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself!
Interview process

• Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Partners, where you'll learn more about the role and about Akeneo.
• Meet your future manager! This 60 minute interview with the Support Engineering Manager will allow you to go in more depth into what the role entails and discuss your experience and skills.
• Meet our current Support Engineer Lead in Boston for a 60 minute interview with a technical focus.
• Meet the team! Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with your future colleagues or stakeholders.
• Sign your offer!

At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.
So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay!
Feeling hesitant because you think you're not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don't hesitate to apply anyway, or reach out to us for questions or clarifications!