Technical Support Engineer - On-Premise
Role details
Job location
Tech stack
Job description
We are seeking a Technical Support Engineer - On-Premise Infrastructure to join our Support team in France. This role is ideal for someone who excels at technical troubleshooting, incident investigation, and customer communication in a B2B environment. As a key member of the support team, you will be responsible for handling escalated technical issues from on-premise enterprise clients, reproducing complex problems, and collaborating with engineering, data, and product teams to ensure swift resolution. You will report directly to the Head of Support, and play a critical role in maintaining customer satisfaction and improving our support operations.
This is a unique opportunity to work at the intersection of AI infrastructure, customer success, and technical problem-solving.
Key Responsibilities
Technical Support & Incident Management
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Frontline Investigation: Handle escalated tickets from enterprise clients via Intercom, focusing on on-premise infrastructure and AI-related issues (e.g., deployment, performance, integration, security).
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Root Cause Analysis: Ask the right questions to gather context, reproduce issues in test environments, and diagnose technical problems (systems, networks, storage, GPU clusters, AI models).
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Cross-Team Collaboration: Work closely with engineering, and deployment teams to escalate, track, and resolve incidents efficiently.
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Proactive Communication: Provide clear, empathetic, and timely updates to clients and internal stakeholders, ensuring transparency throughout the resolution process.
Knowledge Sharing & Process Improvement
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Documentation: Create and update technical FAQs, troubleshooting guides, and internal knowledge base articles to empower self-serve/L1 team and reduce recurrence of issues.
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Feedback Loop: Identify recurring pain points in on-premise deployments and suggest improvements to product, documentation, or support workflows.
Customer-Centric Approach
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Empathy & Ownership: Maintain a customer-first mindset, ensuring clients feel heard and supported, even in high-pressure situations.
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Solution-Oriented: Proactively propose workarounds, fixes, or process optimizations to enhance the customer experience and reduce incident resolution time.
Requirements
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On-Premise & Cloud Environments: Deep understanding of Linux/Windows servers, networking, virtualization, storage, security (firewalls, RGPD compliance), and cloud providers (AWS, GCP, Azure).
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Kubernetes/Helm: Experience with deployment, scaling, and troubleshooting of applications in Kubernetes clusters using Helm charts.
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Terraform: Familiarity with Infrastructure as Code (IaC) for managing cloud resources is a strong plus.
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AI Infrastructure: Knowledge of AI/ML pipelines, LLM/RAG deployments, GPU acceleration, and data storage solutions for enterprise clients.
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Tooling: Proficiency in Intercom, monitoring tools, scripting (Bash/Python), and diagnostic utilities (logs, performance metrics).
Who you are:
Required
Experience: 3+ years in technical support, systems administration, or DevOps, with a focus on on-premise or hybrid infrastructures.
Technical Skills:
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Hands-on experience with troubleshooting complex technical issues in enterprise environments.
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Knowledge of AI/ML workflows, data pipelines, or high-performance computing (a strong plus).
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Familiarity with ticketing systems (Intercom), RGPD compliance, and security best practices.
Soft Skills:
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Exceptional problem-solving and analytical skills.
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Strong written and verbal communication in French and English (additional languages are a bonus).
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Ability to explain technical concepts clearly to non-technical stakeholders.
Mindset:
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Customer-obsessed, with a passion for delivering high-quality support.
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Collaborative, able to work effectively in a distributed, fast-paced team.
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Curious and adaptable, with a willingness to learn and master new technologies.
Benefits & conditions
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Impact: Directly contribute to the success of enterprise AI deployments and shape the future of on-premise support.
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Growth: Opportunities for career advancement in support leadership, technical specialization, or customer success.
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Innovation: Work with cutting-edge AI technology in a dynamic, mission-driven company.
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Team: Join a passionate, diverse, and low-ego team that values collaboration and continuous learning.
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Work Environment: Hybrid flexibility (Paris office) with a focus on work-life balance and professional development.
What we offer
Competitive cash salary and equity
Daily lunch vouchers : Swile meal vouchers with 10,83€ per worked day, incl 60% offered by company
Sport : Enjoy discounted access to gyms and fitness studios through our Wellpass partnership
Transportation : Monthly contribution to a mobility pass via Betterway
️ Health : Full health insurance for you and your family
Parental : Generous parental leave policy
Visa sponsorship
Coaching: we offer BetterUp coaching on a voluntary basis
