Customer Support Engineer

April 16

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Optimal Ways

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Optimal Ways is an agency specializing in digital analytics and optimization for eCommerce. Based in Paris and Lille, the company focuses on enhancing the quality of data, analyzing customer journeys, and optimizing conversion rates on eCommerce sites and applications. With a team of experts in digital analytics, they provide strategic support and training to eCommerce teams, helping them maximize their performance and leverage data effectively. Optimal Ways is committed to sustainable eCommerce and is recognized for its responsible business practices through B Corp certification.

Web Analytics • Digital Analytics • Social Analytics • Google Analytics • Adobe Analytics

2 - 10 employees

Founded 2011

🛍️ eCommerce

📋 Description

• Serves as a key technical liaison between Customer Service Managers, customers, and internal teams. • Provides expert support to ensure the stability and performance of the OD platform. • Responsible for diagnosing and resolving issues, improving customer satisfaction, and contributing to ongoing platform enhancements. • Deliver expert-level technical support to CSMs and customers by identifying, troubleshooting, and resolving complex issues related to the Optimal Dynamics platform. • Engage directly with customers to understand and resolve technical concerns while providing clear, solution-focused communication to enhance the overall support experience. • Work closely with Engineering, Product, Success Assurance, and Customer Service teams to identify trends, prevent recurring issues, and inform product improvements. • Create and maintain detailed technical documentation, including troubleshooting guides and internal knowledge base content, to support both customers and internal stakeholders. • Maintain deep expertise in the Optimal Dynamics platform and stay current on product developments, logistics industry trends, and best practices to deliver proactive, informed support. • Serve as a key resource for the development and maintenance of internal business intelligence tools and processes, helping improve operational insights and analytics workflows.

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent practical experience. • 2+ years of experience in a technical support, solutions engineering, or customer-facing engineering role, ideally within a SaaS or logistics technology environment. • Strong troubleshooting skills with the ability to identify, isolate, and resolve technical issues efficiently. • Proficiency in writing and maintaining technical documentation and user guides. • Familiarity with databases (e.g., SQL), APIs, and common support tools (e.g., Jira, Zendesk, Confluence). • Experience working with data and business intelligence tools (e.g., Looker, Tableau, Power BI) is a strong plus. • Excellent communication and interpersonal skills with a customer-first mindset. • Ability to manage multiple priorities in a dynamic, fast-paced environment.

🏖️ Benefits

• Competitive compensation, including Series B level equity • Health / Dental / Vision 100% covered for employee and 50% for dependents • Life Insurance, with optional supplemental insurance • Flexible Spending Account (FSA) • Health Spending Account (HSA) • 401(k) with match • Unlimited PTO (vacation, personal days, sick days, jury duty, military leave, bereavement) • 11 Holidays • Paid Parental Leave for all employees • Short-term and Long-term Disability Insurances, and AD&D Insurance • Fitness membership reimbursement • Commuter benefits • Flexible work from home policy • Employee discounts