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Ivalua, a global leader in cloud-based procurement and spend management solutions founded in 2000, is seeking a Software Customer Support Engineer to join its growing EMEA RUN (operations) team in Massy, France.
In this role, you will serve as the dedicated technical point of contact for a portfolio of enterprise clients across France and internationally. You will manage the operational and technical relationship with clients on application maintenance, handling a variety of requests including bug reports, support tickets, feature requests, and major version migrations. You will be trained and certified on Ivalua's Buyer platform, a SaaS Source-to-Pay solution.
Key responsibilities include:
**Client Relationship Management:** Act as the N3 (third-level) support contact for the Ivalua solution, ensuring client satisfaction through technical expertise. Conduct weekly prioritization meetings and monthly maintenance reviews with clients and integration partners.
**Maintenance & Troubleshooting:** Qualify and track client requests, troubleshoot anomalies to root cause, correct configuration issues, and communicate updates on both generic and client-specific fixes.
**Solution Upgrades:** Prepare upgrades by managing generic and custom code, configurations, and testing. Support client acceptance testing and production deployments, then provide post-launch support and issue tracking.
**Product Expertise & Feedback:** Train clients and partners on product updates and advances. Escalate client needs and project insights to R&D. Occasionally participate in client workshops for specification and configuration.
You will work in a hybrid model (3 days on-site, 2 days remote) within a dynamic, international team committed to innovation and customer success.
**Requirements:**
- Minimum 5 years of experience in application support and client management
- Developer experience with object-oriented languages (C# preferred), demonstrated through projects, internships, or apprenticeships
- Strong SQL skills (query writing and optimization)
- English proficiency at B2 level or higher (written and spoken)
- Comfort in multicultural environments
- Strong autonomy and priority management
- Desire to develop customer relationship management skills
