Customer Technical Support Engineer – French Speaker

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the main point of contact for 1st and 2nd line technical support through phone and email channels.

• Troubleshoot and diagnose incidents, collaborating closely with Product and Engineering teams to ensure prompt and effective resolutions.

• Oversee incident reports, customer communications, and escalations while maintaining clear and supportive dialogue throughout the process.

• Address both technical and non-technical issues in a professional, empathetic, and customer-centric manner.

• Investigate platform and hardware challenges within our Justride system.

• Assist customers with configurations for special events and ticketing programs.

• Provide training to customers through video conferencing and occasional in-person meetings.

• Develop and maintain internal documentation, FAQs, and technical reference resources.

• Cultivate a comprehensive understanding of our products and their real-world applications.

• Engage in on-call rotations during critical launches and go-live periods.

⛳️ Requirements

• Demonstrated experience in a client-facing technical support or engineering capacity.

• Strong technical aptitude with a systematic and thoughtful approach to problem-solving.

• Proficiency in French and exceptional communication skills in both French and English.

• Comfortable working autonomously as well as collaboratively in dynamic environments.

• Familiarity with support tools and platforms such as Salesforce or Zendesk.

• Passion for sharing knowledge and assisting others.

• Nice to Have

• Experience with relational databases (SQL).

• Understanding of frontend, backend, or mobile technologies (HTML, CSS, JavaScript, JSON, Swift, Objective C, Kotlin, Java).

• Familiarity with REST APIs and version control systems like Git.

• Experience with cloud platforms, particularly AWS.

• Background in the transit or mobility sector.

🏝️ Benefits

• 20 days of vacation annually (in addition to regional public holidays). Additionally, our office observes a closure every year between Christmas and New Year, totaling over 28 days of vacation.

• Private Healthcare and Life Insurance through GP (EOR).

• Menopause support.

• Corporate workstation.

• Training allowance of up to $1300 CAD each year.

• $325 CAD per year allocated for your home office needs.

• $50 CAD monthly for team-building activities.

• Opportunity to work remotely for up to 3 months per year from any country worldwide.

• Enhanced family leave.