SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Shippeo is seeking a Support Engineer (L2) to join its dedicated support engineering team in Paris. This is a technical role that bridges customer needs, product engineering, and customer success teams to accelerate issue resolution and eliminate systemic friction.
You will report directly to the Director of Support Engineering and work within a team of four Support Engineers. This is not a traditional support role—you will own complex technical challenges end-to-end, from investigating root causes of sophisticated integration anomalies to building AI workflows that prevent recurring issues.
Key Responsibilities:
- Investigate and resolve complex, tier-2 user issues requiring advanced knowledge of platform behavior, data flows, APIs, and deep database queries
- Build and implement intelligent agents into existing workflows, utilizing prompting and scripting to automate diagnostics, log analysis, and knowledge synthesis
- Partner directly with Product, Quality Assurance, and Engineering teams to address root causes and prioritize permanent architectural fixes over individual patches
- Act as a trusted technical contact for the customer portfolio, managing major incident channels and conducting transparent post-mortems
- Lead response efforts during critical platform incidents, coordinate internal cross-functional resolution teams, and participate in on-call rotation for 24/7 global support
- Update help centers, create automated runbooks, and train level-1 support and customer success teams to increase autonomy
Shippeo is a European SaaS company founded in 2014, transforming supply chain visibility with real-time multimodal transportation data. The company operates globally with 27 nationalities across Europe, North America, and Asia.
The role is based in Paris and operates on a hybrid model, requiring two days per week in the office. This is a permanent CDI contract.
Requirements:
- 3–4 years of dedicated experience in a Technical Support L2, Integration Consultant, or Support Engineering role within a fast-paced SaaS environment
- Highly autonomous and self-directed with lean, continuous improvement background and ability to systematically deconstruct complex issues
- Extensive practical experience querying databases, analyzing platform logs, and debugging web integrations using APIs and technical environments (SQL, Postman, Elasticsearch, DBeaver, or equivalent tools)
- Exceptional communication and presentation skills, maintaining organization and calm under pressure when facilitating alignment between technical developers and business clients
- Professional fluency in both English and French (written and verbal) is required
Preferred (Not Required):
- Hands-on experience writing scripts in Python, JavaScript, or Bash to support automated tool building
- Foundational understanding of logistics, freight forwarding, or global supply chain operations
- Fluency in any other European language
