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Product Support Engineer

Location: Paris, FRANCE

Department: Support

Type: Full time

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Quick Highlights

Role: Ensure customer satisfaction by resolving technical issues, providing product insights, and collaborating across teams to improve HelpWave's offerings.

Reports to: Support Manager

Team: Work closely with the support and engineering teams to address customer needs.

Why now: HelpWave is rapidly expanding and needs talented engineers to enhance our customer support.

About the Role

As a Product Support Engineer at HelpWave, you will be the bridge between our customers and our product team. Your technical expertise and customer-focused mindset will help troubleshoot issues, guide customers through complex scenarios, and feed valuable insights back to the development team for continuous product improvement.

You'd be a fit if...

Technical Proficiency: You have experience with software troubleshooting, preferably in SaaS or AI-driven platforms.

Customer Focused: You excel at understanding customer pain points and delivering clear, effective solutions.

Communication: You can translate technical jargon into understandable language for customers.

Team Collaboration: You thrive in a collaborative environment, working with cross-functional teams.

Problem Solving: You approach challenges methodically and can think on your feet.

Key Responsibilities

What Success Looks Like

Why Join Our Support Team

Direct Impact: Your work directly improves customer experience and product quality.

Learning Opportunities: Grow your technical and interpersonal skills with ongoing training and mentorship.

Team Spirit: Join a friendly, innovative team that values collaboration and continuous improvement.

Career Growth: Opportunities to advance into higher technical or leadership roles as the company grows.

Why work at HelpWave

Opportunity for Impact: HelpWave is rapidly scaling, and joining now means you'll have a direct influence on our trajectory.

Innovative Culture: Work with cutting-edge AI technology and a team that values creativity and experimentation.

Collaborative Environment: Thrive in a supportive culture where ideas are encouraged and teamwork is key.

Our Core Values

We look for and nurture these values in every team member:

Customer obsession:

Always do what's right for the customer. Prioritize their success in all strategies.

Curiosity:

Stay current with technology trends, continuously improving strategies and skillsets.

Drive:

Push through challenges with a relentless focus on achieving results.

Ethics:

Operate with transparency, integrity, and accountability in every decision.

Perks and benefits

25 paid days off annually.

Annual offsite & quarterly outings. We cover travel, accommodation, and more.

Learning & development allowance.

Flexible work environment with remote work options.

Interview Process

We aim to complete the interview process within two weeks:

To apply:

Send an email to careers@helpwave.ai with the subject line: [Your Name] x Product Support Engineer at HelpWave

Include your resume, examples of past support successes or technical projects, and a brief note on why you're a great fit for our team.