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LumApps, now part of the Beekeeper group, is an AI-powered Employee Hub platform that helps Fortune 500 companies transform communication, collaboration, and engagement across their workforce. The company is recognized as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions and Forrester Wave, with over 700 enterprise clients globally and a team of 600+ across 11 offices worldwide.
You will join the global support team (based in Lyon, Austin, Tokyo, and Kraków) as a Customer Support Engineer, serving as a technical point of contact for premium customers and handling complex product inquiries. Your responsibilities include:
• Respond to customer requests via email and ticket systems with accuracy and diligence
• Conduct remote diagnostic sessions to identify and troubleshoot product defects
• Assess customer needs and guide them through platform features and capabilities
• Test, locate, and reproduce issues across multiple product features
• Manage multiple concurrent requests and prioritize effectively
• Escalate complex issues to appropriate internal teams
• Serve as a dedicated point of contact for premium support customers
• Proactively identify and implement automation solutions (AI, chatbots, intelligent routing) to improve efficiency and first-contact resolution
• Follow up on technical requests to ensure resolution
• Maintain internal knowledge bases and documentation on technical issues and use cases
• Contribute to internal support improvement projects
• Participate in on-call rotation and holiday coverage as needed
The support team is characterized by responsiveness, kindness, and mutual aid. You'll work in a hybrid model (2 days office, 3 days remote) within a company culture emphasizing boldness, transparency, teamwork, and continuous evolution.
REQUIREMENTS:
• Fluent in French (C2 level) and English (B2 level), both written and spoken
• Strong organizational skills and attention to detail
• Excellent interpersonal skills with impeccable written communication
• High empathy and ability to understand and respond to technical customer problems
• Proven autonomy and team collaboration
• Knowledge of Google Workspace/G Suite solutions (preferred)
• Python programming language knowledge (preferred)
• REST API familiarity (preferred)
