Tech Support Engineer (paris Or Remote France)

Tech Support Engineer

As a Technical Support Engineer, you'll play a pivotal role in reducing Level 1 support load for Alma's Solutions Engineering team, allowing senior engineers to focus on complex integrations and strategic projects. You will act as a key technical point of contact for merchants and partners, ensuring fast, reliable support and a seamless experience.

This role sits at the intersection of technology and problem-solving, combining technical troubleshooting skills, web and API knowledge, and a proactive approach to improving processes and documentation. You'll work closely with Solutions Engineers, Product Managers, Sales, and Operations, and contribute to enhancing feedback loops that drive product improvements.

Key challenges you'll tackle include:

• Handling Level 1 technical support tickets efficiently, across APIs, web front-end & back-end, databases, and logs
• Escalating complex issues effectively to the right engineering or product squads
• Maintaining and improving technical documentation and internal processes
• Contributing insights and feedback to help optimize products and workflows

About the key responsibilities:

• Manage and resolve Level 1 support requests from merchants and partners
• Diagnose and troubleshoot technical issues across APIs, web platforms, databases, and logs
• Escalate complex issues when required, ensuring smooth collaboration with squads
• Maintain, update, and improve internal and external documentation and processes
• Contribute to feedback loops to support product improvements
• Collaborate with cross-functional teams (Sales, Product, Engineering, Merchant/Consumer Care) to ensure a seamless support experience
• Improve current reporting frameworks to monitor the Engineering support activities
• Drive continuous improvement initiatives to optimize Engineering support management, processes and tooling

What would make you a perfect fit for the job?

• Experience in 2–4 years in roles such as Support Engineer, Junior Software engineer, QA/Integration Engineer, or similar in SaaS/Fintech environments
• Hands-on knowledge of APIs and web development (front & back-end)
• Basic understanding of databases and log analysis
• Experience with documentation is a plus
• Strong collaboration and proactive problem-solving mindset
• Ability to communicate technical concepts clearly to diverse audiences
• Customer-first attitude, with a passion for building trust and delivering results
• Fluency in both French and English
• Nice to have: Experience in SaaS or fintech environments

At Alma, we believe that diversity drives innovation and strengthens our community and are committed to creating a workplace where everyone feels respected, valued, and empowered to contribute. We are proud to be an equal opportunity employer and welcome applicants from all backgrounds and experiences. All employment decisions are made based on qualifications, experiences, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other legally protected characteristic. So please take your chance, apply anyway!