Ekimetrics

Support Engineer – M/F/N

Ekimetrics

full-time

Posted on:

Location Type: Hybrid

Location: Paris • France

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Salary

💰 €42,240 - €48,000 per year

About the role

  • Resolve L1 and L2 incidents, analyze root causes and identify corrective actions.
  • Maintain direct contact with users via the support portal.
  • Ensure compliance with SLAs.
  • Cover the Europe time zone and ensure clear, professional, and structured communication.
  • Handle critical incidents requiring advanced expertise.
  • Prepare and hand off cases to development teams when necessary.
  • Manage sensitive escalations in coordination with leadership.
  • Define and maintain the support operating model: processes, standards, tools, templates, severity and priority rules.
  • Implement foundations for automation and observability (alerts, dashboards, diagnostics).
  • Define communication standards for major incidents (tone, frequency, channels).
  • Build continuous improvement loops with Product and Engineering teams.

Requirements

  • Strong experience in technical support (L2/L3).
  • Very good understanding of technical environments.
  • Ability to diagnose, analyze and resolve complex incidents.
  • Knowledge of monitoring, observability and automation tools.
  • Excellent communication skills, especially in English.
  • Ability to manage clients in sometimes sensitive situations.
  • Proactive, takes initiative, service-oriented.
  • Professional mindset with a focus on quality and continuous improvement.
Benefits
  • Fixed salary between €42,240 and €48,000, with a 5% variable component + profit-sharing bonus.
  • Access to the Eki.Academy training catalogue containing programs to develop your skills on our solutions and business, learning paths on our digital platform, and programs dedicated to our priority topics, including environmental awareness through the Climate School.
  • A vibrant social life—sporting, artistic, musical, gaming, charitable and engaged: from our private gym to art exhibitions, plus video games and concerts, and CSR challenges on the Vendredi platform. All initiatives are driven by our Eki.People.
  • Numerous events and seminars to stay connected with your community.
  • Warm, comfortable offices in a lively neighborhood in central Paris (Grands Boulevards).
  • Flexible remote-work policy, with 3 mandatory in-office days per 15-day period.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportincident resolutionroot cause analysisautomationobservabilitymonitoringdiagnosticsprocess definitionstandards maintenancecontinuous improvement
Soft Skills
communicationproactiveservice-orientedinitiativeprofessional mindsetquality focusclient managementstructured communicationsensitivity managementteam collaboration