End User Support Specialist
2 days ago
La Roche-sur-Yon
🚀 We’re hiring: Level 2 End User Support Specialist 📍Location: La Roche-sur-Yon | 📄 Contract: Permanent | 📅 Start date: August, 10th | 🌍 International environment | 🏨 Hospitality Tech 💡 Role overview The Level 2 End User Support Specialist serves as a senior technical escalation point within the support function. This role bridges frontline support and engineering, owning complex incident resolution, knowledge architecture, and team capability development. The successful candidate combines deep product expertise with systems-level thinking to deliver consistently excellent customer outcomes while reducing recurring incident volume, improve first-contact resolution rates through L1 enablement, and increase knowledge base effectiveness. 🎯 Core responsibilities Incident management & technical escalation • Act as the primary contact with customers during ticket lifecycle (Case management, Phone & Chat), • Act as the primary internal escalation point for complex, multi-system, or ambiguous cases before they are raised as parent problems or escalated to engineering, • Rapidly identify, triage, and coordinate response to Major Incidents; own communication throughout the incident lifecycle using established MIM processes, • Perform in-depth root cause analysis (RCA) on recurring issues, distinguishing between user-side errors, configuration problems, and genuine system defects, • Reproduce reported bugs in controlled environments, document steps-to-reproduce with precision, and submit structured defect reports to the technical team, • Leverage log analysis, network diagnostics, and internal tooling to investigate system behaviour beyond surface-level symptoms, • Reduction in repeat incidents, • First-time fix rate improvement, • Quality of escalation to engineering (measured via feedback loops) Knowledge management & self-help • Own the quality and relevance of team knowledge, driving internal knowledgebase accuracy and external Help Centre content, • Author, review, and publish technical knowledge articles, troubleshooting guides, and best-practice documentation in the Help Centre, • Adapt and improve existing documentation based on product updates and user feedback to maximise self-service resolution rates and reduce inbound ticket volume Release management & product intelligence • Review release notes and changelogs ahead of each release, translating technical changes into clear impact assessments for the support team, • Proactive communication of known issues, • Identification of support readiness gaps pre-release Continuous improvement • Identify systemic issues early and escalate with supporting data, reducing MTTR and preventing avoidable customer impact at scale, • Focus consistently on reducing volume driven by knowledge gaps, process ambiguity, and product usability issues, • Track and reduce recurring issue categories, • Maintain excellent personal case management discipline, providing regular customer updates, adhering to SLA targets, and closing cases with verified resolution Team development & mentorship • Act as a mentor and day-to-day technical reference for Support Specialists (Level 1), supporting their onboarding, skill development, and confidence, • Conduct knowledge-share sessions to embed best practices across the team, • Expected to actively increase L1 capability and autonomy, reducing unnecessary escalations over time, • Model exemplary customer communication, case discipline, and technical rigour for peers to emulate 🧩 Technical skills & competencies Must-have • Ability to read and interpret application logs, error codes, and API responses to diagnose issues independently, • Experience with CRM and ticketing platforms (e.g. Zendesk, Salesforce, Freshdesk, Jira) including queue management, macros, and reporting, • Experience working with or alongside SaaS product teams, including understanding of release cycles, staging environments, and QA processes, • Proficiency in replicating software bugs systematically and articulating defect reports with clear steps-to-reproduce, environment details, and impact scope Nice to have • Understanding of web application architecture (front-end, back-end, databases, APIs) sufficient to reason about where in the stack a problem originates, • Familiarity with network fundamentals (DNS, HTTP/S, proxies, connectivity) and ability to run basic diagnostics (ping, traceroute, browser dev tools, HAR files), • Hands-on experience with or strong knowledge of hospitality technology platforms (POS systems, property management systems, reservation tools, or similar) 🧩 Qualities & Requirements • Minimum 3–5 years’ experience in a Tier 2, System Analyst, or Technical Support role within a SaaS company, • Demonstrated experience in the hospitality sector either as a technology provider or end-user (Desirable), • Proven ability to manage work across multiple teams and disciplines simultaneously, without loss of quality or SLA adherence, • Strong analytical mindset: able to identify root causes, spot patterns across disparate data points, and recommend actionable solutions, • Effective influencer, can communicate technical findings clearly to non-technical stakeholders and negotiate priorities constructively, • Fluent in French and English (written and spoken); Spanish is a plus 🎁 What we offer • 80% health insurance coverage, • Meal vouchers, • 50% public transport reimbursement, • Flexible work environment
