Technical Support Engineer Senior - 50 to 65K€ fixed

About WorklifeWorklife is the only all-in-one platform integrated with HR tools that optimizes and develops the benefits strategy of organizations of all sizes.Our obsession is to enable HR and CSR teams to maximize the economic, human and social impact of their social policies.We make employee benefits visible and easy to use, through a unique payment card and an ultra-personalized application that promotes our customers' employer brand.Our expertise and customized offering make us one of the most dynamic players in the employee benefits market, and in particular the No. 1 player in sustainable mobility.
Job DescriptionContextWe are aiming to grow from 13M ARR to 27M by the end of 2027. To succeed, our ability to scale support level 2 and 3 is essential for two reasons:- Maximize customer satisfaction by providing visibility and prioritizing support tickets by criticality.- Reduce the time spent by developers on support tickets, so that they can deliver the product roadmap more efficiently. Right now, this is the team's main problem when it comes to scaling.The position will join the tech team and will be managed by Farah, our CTO. The team is made up of over 23 engineers, based between Paris and Kyiv. We’re organized into specialized teams: Platform, Frontend, Backend, QA, Mobile.
The missionAs the first Technical Support Engineer at Worklife, your role is not just to fix issues, but to prevent them. You will be in charge of improving the quality and responsiveness of Worklife's technical support by :- Taking the ownership of support 2- Becoming the key intermediary between level 2 and 3 support, the tech, product, and operations teams, in order to structure the entire support system.You’ll directly contribute to platform resilience, team autonomy, and customer satisfaction. Your mission: reduce support tickets per 1,000 cardholders from 2.3 to 0.8, bring engineers’ support load down from 50% to 20%, improve time-to-resolution, and help build a proactive, scalable support function aligned with business priorities.
In order to achieve that, you will :- Own escalation workflows, ensuring thorough documentation and timely handover to engineering when needed.- Troubleshoot and lead first investigations on cross-stack issues using Datadog, audit logs, GraphQL, and Metabase.- Coordinate incident response: animate war rooms, publish status updates, run postmortems, and track remediation.- Identify recurring issues and propose scalable fixes (UX, product, tooling).- Analyze support trends (volume, complexity, impact) to feed into product and tech roadmap decisions.- Maintain and improve self-service resources (FAQs, runbooks, internal dashboards).- Communicate clearly with non-technical teams (CS, Ops, clients) on root causes, resolution, and business impact.- Prioritize and triage tickets using a thoughtful approach that balances urgency, business priority, and technical complexity.- Monitor and manage third-party service providers (e.g. PSPs, card issuers): handle escalations, track SLAs, and ensure accountability during incidents.- Ensure SLAs/SLOs are visible, measurable, and respected across cross-functional support chains.
Expected results after one year :- From 2.3tickets/1K carholders to 0.8.- Enable engineers to spend only 20% to 30% of their time on support tickets, compared to 50% today.- Have set up a management system to anticipate rather than react.- Have put in place documentation and a clear system for directing and prioritizing problems.
What you’ll do during your onboardingD+30- Met teams from tech to operation and completed environment setup.- Explored and challenged internal documentation, raising key questions to clarify workflows and tooling.- Took ownership of support level 2: backlog triage, ticket categorization, and first investigations in Linear.- Mapped key third-party providers (e.g. PSPs) and reviewed SLAs and escalation procedures.- Participated in a cross-functional incident or escalation to understand internal and external coordination.- Delivered a structured rapport d’étonnement highlighting early friction points and improvement opportunities.D+60- Gained autonomy on Datadog, Metabase, and internal tooling to lead first investigations independently.- Produced a support insights report based on 4–6 weeks of data, including top issue categories, impact scoring, and quick-win proposals.- Defined SLOs and alert thresholds- Delivered a first set of self-service resources (FAQs, internal runbooks, investigation checklists) to enable CS and Ops teams.- Run a postmortem on challenging cases to share learnings with the team.- Initiated implementation of the first quick-win fixes, whether through tooling, documentation, or coordination with product and engineering.D+90- Formalized