Customer Support Engineer - US Scope

Pelico is hiring!


Are you ready to be part of a groundbreaking company at the forefront of Industry 4.0? Pelico is on a mission to drive the transition of factories towards greater resilience, agility, and resource efficiency through data-driven collaboration.

Pelico, headquartered in Paris, France, emerged in 2019 as a result of merging the finest talents from the realms of Tech, Data Science, and Manufacturing. With operations expanding swiftly in France, Germany, and the United States, we are a dynamic force transforming the factory supply chain landscape. Our growth trajectory is fueled by unwavering support from Tier 1 VCs like 83North and reknowned investors, including CEOs from renowned companies like Datadog and Mirakl.

Pelico's operations management platform gives factory teams the agility and resilience to quickly respond to any supply chain disruptions, and act fast to mitigate their impact. With the platform, factory teams align on a single source of truth to anticipate bottlenecks, prioritize corrective actions, speed up cross-functional collaboration, and simulate alternative production and repair scenarios.

Job Description

What you'll do & learn📖

As a Customer Support Engineer at Pelico, you will play a vital role in providing exceptional technical support and assistance to our valued customers. Your primary responsibility will be to address and resolve customer issues related to our software platform, ensuring their satisfaction and successful utilization of our product.

You will address clients from different Industrial verticals & mostly based in the USA.

Our focus is on US East Coast hours, operating from France ; 4:00 PM to 11:00 PM.

Customer support

  • Serve as the first point of contact for customers seeking technical assistance via the available tools

  • Identify, troubleshoot, and resolve customer issues in a timely and efficient manner, striving for first-call resolution whenever possible.

  • Collaborate with cross-functional teams, including Customer Operation, Product team and Engineering to escalate and resolve complex customer issues.

  • Provide guidance and training to customers on the effective use of our platform's features and functionalities.

  • Help in building the best customer journey to create the most effective self-service

  • Participate in a rotating staggered work schedule, including mandatory night calls, to provide continuous support coverage for customers in different time zones.

Integration and Tooling

  • Integrate, setup and customize the service support platform

  • Assist the team on putting in place automated workflows to streamline processes, increase customer satisfaction and internal productivity

  • Collaborate with the Product and engineering team to identify recurring issues and contribute to ongoing product improvements.

Knowledge base

  • Contribute to the creation of self-help resources, such as FAQs and knowledge base articles, to enable customers to find answers independently.

  • Maintain a comprehensive internal knowledge base to improve support efficiency and effectiveness by tracking and documenting all technical issues and the steps taken to resolution

Preferred Experience

Pelico promotes inclusion and non-discrimination, and acts daily in favour of social mix, gender equality, senior citizens & disability

What you embody 🎯

  • Thanks to your Engineering Background, a strong written technical documentation skills, with the ability to translate technical concepts to a non-technical audience

  • You are naturally collaborative, supportive and organized

  • Strong technical aptitude (SQL & Python) and familiar with software development and Agile methodologies.

  • Proven experience in a customer support role, preferably in a software company/technical environment.

  • Proficiency in using customer support tools, ticketing systems, and remote support tools.

  • Ability to manage many issues on the same time, comfortable in priorities & follow-up actions

  • A highly motivated self-starter who is ready to investigate, shake and sweep queues of tickets.

  • Willingness to create a strong clients satisfaction & genuinely love helping people and solving problems

  • Startup mindset - ready to learn and adapt quickly, as well Autonomous, results oriented

  • Team player and Ok in working with others

  • Fluency in English (oral & written) - Looking for multicultural environment

  • Flexibility to adapt to shifting working hours related to USA, including night calls, to provide global support coverage

What we offer💡

Join an exciting adventure with a lot of challenges at all levels!

  • Work on a highly impactful product that users love!

  • Office location at the heart of Paris (75002)

  • Stock Options for every Pelican

  • Remote flexibility & 6 weeks of Work from Anywhere

  • Premium health coverage : Alan Blue

  • 50% meal allowance: 10€/day worked (Swile card)

  • 50% public transportation or equivalent in sustainable mobilty package

  • Afterwork every quarter

Recruitment Process

Our recruitment Process 📣

  1. Screening of 45 mins with HR - by Google Meet

  2. Onsite/Visio :

    1. 1h Live technical case with Customer Support Manager
    2. 1h Discussion with internal stakeholders
  3. Debrief of 30 mins with COO

  4. Reference check

  5. Job offer to join Pelico within 48 hours.

Additional Information

  • Contract Type: Full-Time
  • Start Date: 02 October 2023
  • Location: Paris
  • Education Level: Master's Degree
  • Experience: > 1 year
  • Possible partial remote