Support Manager – Level 2

Diabolocom

Software Support Specialist troubleshooting customer issues for Diabolocom’s cloud contact-center platform. Handling L1/L2 tickets, technical analysis, escalations, and client resolution follow-up.

Posted 8/12/2026full-timeParis • 🇫🇷 FranceMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical skills in resolving support tickets and effectively communicates in both French and English. Proficient in web technologies and familiar with various support tools to enhance customer service.

Highest-signal resume keywords

Bilingual Communication SkillsWeb Technologies KnowledgeSQL ProficiencyZendesk FamiliarityAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SQLHTMLJavaScriptJSON/RESTLog AnalysisDatabase AnalysisProgramming Language

Soft Skills

Excellent CommunicationGreat Sense of ServiceCuriosityAutonomy

Tools & Technologies

ZendeskClickUpHomerPuTTYPagent

Industry Keywords

Level 1 SupportLevel 2 SupportTicketing ToolTechnical SupportClient Follow-Up

Tech Stack

Tools & technologies

JavaScriptSQL

About the role

Key responsibilities & impact

Handle level 1 and 2 support tickets via email, phone, and ticketing tool
Analyze, classify, and prioritize tickets using a methodical approach
Resolve standard cases using templated responses and FAQ redirection
Analyze technical tickets using logs, databases, and diagnostic tools
Escalate qualified issues to technical teams when necessary
Follow up on resolutions with clients in coordination with Product and Tech teams
Share knowledge with the team
Collaborate with the Head of Support and technical teams

Requirements

What you’ll need

Excellent oral and written communication skills in French and English
Great sense of service
Curiosity and autonomy
Fluency in German, Spanish, or Italian is a valuable asset
Knowledge of web technologies, including browsers and development tools, SQL, JSON/REST, HTML/JavaScript, and a programming language
Ability to analyze logs, databases, and diagnostic tools
Familiarity with Zendesk, ClickUp, Homer, PuTTY, and Pagent
Successful background check, including identity, educational credentials, and previous employment history

Benefits

Comp & perks

Three-week onboarding to learn the product, teams, and culture
Multicultural environment with colleagues from different countries and nationalities
First-choice IT equipment
Remote-friendly work: up to 2 days per week or full remote as an option
Lunch vouchers via Swile card
Team-building events
Opportunities to grow with the company
Opportunity to have an impact in a thriving but small enough team