Position: Lead Support Engineer (Solution Engineer)
Company: Shippeo
Category: Support
Experience required: 3y
English level: upper
Published: 2022-03-01T00:00:00+02:00

Reporting to the Head of support and knowledge management and leading a team of 5 solution engineers, your main duties will be: 

- Design a world-class 24/7 Solution engineering support team to follow our international growth
- Manage, develop, and mentor a fast-paced team of Solutions Engineers who respond to client requests, reproduce and troubleshoot issues, and dive into all the features and connections with third parties that Shippeo’s develops 
- Ensure successful onboarding of new Solutions Engineers
- Own incident communication during outages/incidents, providing our internal teams and external partners with info that we’re getting first-hand from our tech teams
- Improve current processes and develop new ones with other departments (Tech/product/integration and ops) to increase efficiency and reactivity
- Contribute to our documentation and knowledge initiatives for a variety of technologies
- This position includes on-call duties

**What we offer:**
Perfect timing to join Shippeo as we’re experiencing global fast growth! 
An entrepreneurial environment with a lot of autonomy and responsibilities
A strong team spirit within an inspirational and multi-cultural team consisting of truly smart and highly motivated people
Long-term contract 
Compensation fixed in EUR
Additional benefits may be discussed on request

**Qualifications Preferred experience & skills:**
- The first experience as Support N2/ Solution Engineer team leader/manager in a SaaS provider organization
- Amazing communication skills and comfortable interacting with tech/product, CSM teams, and customers
- Fluency in English is mandatory for this role & another European language is a plus
- You already worked on a global scale and a 24/7 support environment