Key skills
GoAISaaSCommunication
About this role
Role Overview
- Own incident management from detection to resolution, keeping clients informed throughout
- Act as the main point of contact for CTOs, IT teams, and technical stakeholders during live issues
- Hold your ground in technical conversations with developers and architects
- Track and follow up on tickets with rigour, making sure nothing falls through the cracks
- Handle difficult client situations with composure and clear communication
- Coordinate cross-functional responses when incidents have broader impact
- Spot patterns in recurring issues and flag them for structural fixes
Requirements
- Background in technical support or incident management in a B2B SaaS or enterprise software environment
- Familiar with both SaaS and on-premise environments
- Client engagement is where you thrive, you're the person customers trust when things go wrong
- Comfortable leading technical conversations with IT stakeholders: CTOs, architects, and developers, credible enough to hold your ground with all of them
- Resilient under pressure, a frustrated client doesn't throw you off
- Rigorous with ticket and project follow-up, nothing gets lost on your watch
- Native level of French
- Full professional fluency in English
Benefits
- Direct exposure to complex SaaS environments and enterprise IT stakeholders
- A team that invests in upskilling and growing from within
- Career growth opportunities and internal mobility
- Modern offices across Europe
- Work in a genuinely AI-driven environment
- Team events & people experience program
- Hybrid working policy