JOB DESCRIPTION
As a Support & Development Engineer you will join the Support L2 team a transversal function that acts as a bridge between support agents and L3 development teams. The role combines 50% advanced incident resolution and 50% development of small features internal tools and automations with the goal of increasing the support teams technical autonomy.
Support (50%)
Resolve advanced L2 tickets: database usage SQL queries source code review
Investigate complex incidents access the code and understand how it works
Apply targeted code changes to resolve incidents
Standard ticket management: validate qualify and track incidents through to resolution
Provide second-line support to users and other support teams
Manage and maintain product catalog/taxonomy attributes across internal platforms
Modify and administer Freshdesk at the scripting/code level
Keep technical documentation up to date: L2 articles specifications user guides for bug fixes and new features
Development (50%)
Create endpoints for the teams internal platforms and tools to streamline manual L3 tasks
Fix bugs and handle small development tasks across the teams product scope (PHP and/)
Build internal support tools
Develop AI-powered tools for Support (MCP projects)
Contribute ideas and prototypes for applying AI to support processes
Knowledge of PHP with frameworks like Symfony or C# Core frameworks
Strong knowledge of SQL (joins diagnostic queries) and familiarity with PostgreSQL
Ability to read/understand code and troubleshoot to eliminate bugs
Ability to document and communicate technical solutions to non-technical users
Excellent analytical skills autonomy and initiative
Strong interpersonal skills comfortable working with cross-functional interdisciplinary teams
Experience using version control systems like Git and comfortable working with branches
Fluent written and spoken English
Proactive versatile and not afraid of challenges or moving between code and user-facing support
Previous experience in L2/L3 technical support roles
Experience monitoring deployments/products through Kibana and Grafana
Experience with product taxonomy/catalog management
Interest or experience in applied AI / automation (MCP AI-assisted scripting)
Experience with Freshdesk or similar ticketing platforms
Experience in frontend technologies such as React Vue CSS
Knowledge of DDD/Hexagonal Architecture
Variable bonus;
The dynamic and creative environment within international teams;
The variety of self-education courses on our e-learning platform;
Participation in meetups and conferences locally and internationally;
Flexible Office with up to 2 days at home.
1 30-minute HR Screen with a Veepeeᵀᵉᶜʰ Recruiter
2 General Technical exchange
3Technical exchange with a tech lead
4Team Interview
Required Experience:
IC
Application Support & Development Engineer (L2) Freelance (WMX) • Paris, Île-de-France, France
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