The Role
Provide technical support to French- and English-speaking B2B SaaS customers through email, chat, and phone. Troubleshoot web application issues, analyze logs, manage support tickets within SLAs, and track software defects in Jira. Collaborate with Development, QA, Product, Sales, and Customer Success teams to resolve issues, support onboarding, and communicate product feedback.
Summary Generated by Built In
About Us
We are a leading digital experience optimization platform that helps businesses improve customer experiences through experimentation, personalization, behavioral analytics, and AI-powered insights.
AB Tasty recently joined forces with VWO to create one of the most comprehensive and innovative digital experimentation and experience optimization platforms in the market. Together, we empower brands to deliver smarter, faster, and more impactful digital experiences across the entire customer journey. Since 2009, we've partnered with 1,000+ global brands - Kering, McDonald's, Ulta Beauty, L'Oréal, Disneyland Paris, and LVMH - and built a global team of 400+ across Europe, North America, and APAC.
Our culture is driven by strong values:
- We bring client satisfaction
- We are impactful
- We go above and beyond
- We live as one team, one dream
We're committed to creating a workplace where everyone feels empowered to share ideas, take risks, and make an impact. We also know that a happy team is a productive team, that's why we're not just about delivering top-notch digital experiences - we're committed to nurturing our team and their professional journeys.
About the Role
We are looking for a proactive and customer-centric Technical Support Engineer (French Fluent) to join our global support team. In this role, you will provide technical support to French-speaking and English-speaking customers, resolving product-related queries and technical issues. You will leverage your technical expertise and customer service skills to troubleshoot issues, collaborate with cross-functional teams, and deliver an exceptional customer experience.
Responsibilities
- Handle customer support tickets assigned through a round-robin ticketing system, ensuring timely resolution within defined SLAs.
- Provide expert technical support via email, chat, and phone, addressing complex customer inquiries and troubleshooting product-related issues.
- Collaborate with Development, QA, and Product Management teams to resolve customer issues and provide feedback for product improvements.
- Log and track software defects using our bug tracking system (e.g., Jira), ensuring timely resolution.
- Collaborate with the Sales and Customer Success teams to ensure seamless customer onboarding and ongoing support.
Professional Competencies
- Fluent in French and English (written and spoken).
- Strong understanding of web applications, HTML, JavaScript, CSS, and jQuery (mandatory).
- Proven experience supporting B2B SaaS customers in a technical support environment.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze logs and diagnose technical issues.
- Proactive, customer-focused, and able to manage multiple priorities.
- Experience with bug tracking systems (e.g., Jira) and CRM tools (e.g., Salesforce).
Desired Skills & Experience
- 2–6 years of experience in Technical Support, Product Support, or a similar customer-facing technical role.
- Bachelor's degree in Computer Science or a related field.
- Strong understanding of web technologies and SaaS products.
- Excellent written and verbal communication skills in both French and English.
- Experience working with remote teams.
At Wingify, we are committed to building a diverse, equitable, and inclusive workplace. We believe that a variety of perspectives drives better ideas, stronger execution, and more meaningful impact. Read more about our policy here: https://wingify.com/careers/equal-opportunity-policy/
Skills Required
- Fluent written and spoken French and English
- Strong understanding of web applications, HTML, JavaScript, CSS, and jQuery
- Experience supporting B2B SaaS customers in a technical support environment
- Excellent communication, interpersonal, and problem-solving skills
- Ability to analyze logs and diagnose technical issues
- Experience with bug tracking systems such as Jira and CRM tools such as Salesforce
- 2-6 years of experience in Technical Support, Product Support, or a similar customer-facing technical role
- Bachelor's degree in Computer Science or a related field
- Experience working with remote teams
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The Company
What We Do
Wingify, doing business as VWO, is an India-based software company that develops technology products for digital experience optimization. Its VWO platform helps fast-growing companies run experimentation and conversion programs, enabling them to build extraordinary digital experiences and improve performance. The company delivers these capabilities through a single platform for websites and digital products, with a remote-first operating model.
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