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efficy

Incident Manager – SaaS

efficy

Customer Incident Manager handling technical incidents for efficy Group in a hybrid role. Directly managing client relations and resolving issues in complex SaaS environments.

Posted 6/6/2026full-timeParis • 🇫🇷 FranceMid-LevelSeniorWebsite

About the role

Key responsibilities & impact
  • Own incident management from detection to resolution, keeping clients informed throughout
  • Act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues
  • Hold your ground in technical conversations with developers and architects
  • Track and follow up on tickets with rigour, making sure nothing falls through the cracks
  • Handle difficult client situations with composure and clear communication
  • Coordinate cross-functional responses when incidents have broader impact
  • Spot patterns in recurring issues and flag them for structural fixes

Requirements

What you’ll need
  • Background in technical support or incident management in a B2B SaaS or enterprise software environment
  • Familiar with both SaaS and on-premise environments
  • Client engagement is where you thrive, you're the person customers trust when things go wrong
  • Comfortable leading technical conversations with IT stakeholders: CTOs, architects, and developers, credible enough to hold your ground with all of them
  • Resilient under pressure, a frustrated client doesn't throw you off
  • Rigorous with ticket and project follow-up, nothing gets lost on your watch
  • Native level of French
  • Full professional fluency in English

Benefits

Comp & perks
  • Direct exposure to complex SaaS environments and enterprise IT stakeholders
  • A team that invests in upskilling and growing from within
  • Career growth opportunities and internal mobility
  • Modern offices across Europe
  • Work in a genuinely AI-driven environment
  • Team events & people experience program
  • Hybrid working policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
incident managementtechnical supportB2B SaaSon-premise environmentsticket trackingproject follow-up
Soft Skills
client engagementclear communicationresilience under pressurecomposurecross-functional coordinationtechnical conversation leadership