About the role
As a Solution Engineer at Shippeo, you will sit at the intersection of deep technical expertise, AI-driven problem-solving, and cross-functional collaboration. This is not a traditional support role; you will serve as a vital technical bridge connecting our customers, product engineering, and customer success teams to accelerate issue resolution and eliminate systemic friction.
Operating within a dedicated team of four Solution Engineers and reporting directly to the Director of Solution Engineering, you will own complex technical challenges end-to-end. From deep-diving into the root causes of sophisticated integration anomalies to leveraging and building AI workflows that prevent recurring issues, your work will directly optimize operations and elevate the user experience across our global platform.
Please Note: This role is based in Paris and operates on a hybrid model, requiring two days per week in the office.
As we operate internationally, we kindly request all candidates to submit their CV in English. Unfortunately, applications submitted in any other language will not be considered.
**Contract Type: **Permanent / CDI
Function: Solution Engineering
Key responsibilities:
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Engineering Support: Investigate and resolve complex, tier-2 user issues requiring advanced knowledge of platform behavior, data flows, APIs, and deep database queries.
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AI Leverage & Workflow Automation: Build and implement intelligent agents into existing workflows, utilizing prompting and scripting to automate diagnostics, log analysis, and knowledge synthesis to eliminate recurring manual tasks.
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Systemic Problem Solving: Partner directly with Product, Quality Assurance, and Engineering teams to address root causes, prioritizing permanent architectural fixes and product gap resolutions over individual patches.
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Technical Customer Engagement: Act as a trusted technical contact for our portfolio, navigating major incident channels, managing communication threads, and conducting transparent post-mortems for both technical and non-technical stakeholders.
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Incident Management Leadership: Lead response efforts during critical platform incidents, coordinate internal cross-functional resolution teams, and participate in an on-call rotation to support global 24/7 structures.
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Enablement & Knowledge Management: Bridge the gap between product developments and user pain points by updating help centers, creating automated runbooks, and training level-1 support and customer success teams for increased autonomy.