Ketch - Technical Support Engineer (French-speaking)
Requirements
• 4+ years in a technical support, solutions, or implementation role at a B2B SaaS company (pure software -- not hardware, networking, or systems integration) • Strong working knowledge of JavaScript, HTML, CSS, and APIs • Comfortable using Postman or similar tools to troubleshoot API behavior • Experience administering or supporting SaaS platforms like Zendesk, Salesforce, or comparable • Genuine technical curiosity -- self-directed learner who digs into product, reads docs, and builds working knowledge of complex systems • Fluent in French (professional, customer-facing level) and English • UK-based with the right to work in the UK • Flexibility to overlap with US business hours regularly, including evenings • Comfortable working independently in a startup environment with limited playbooks • Experience at a US-headquartered SaaS company • Exposure to privacy, consent, AdTech, MarTech, or data governance domains • Experience supporting customers through technical implementations end-to-end • Background in early-stage or startup • Technical Support Engineer, EMEA (French-speaking)
Responsibilities
• Serve as the primary technical support resource for European customers, owning ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration • Partner with the Professional Services team on customer implementations -- joining technical scoping calls, troubleshooting integration issues, and providing technical solutions to complex customer environments • Work directly with customer developers, IT teams, and data engineers to diagnose and resolve issues • Use tools like Postman to troubleshoot API calls, inspect requests/responses, and identify root cause • Investigate and resolve issues across JavaScript, HTML, CSS, and front-end behavior • Document fixes, known issues, and reusable solutions for the broader support and services teams • Provide hand-off and continuity coverage to the US and India support teams • Escalate to engineering when appropriate, while owning customer communication and resolution timelines
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