Remote Technical Investigation & Escalation Specialist

Summary

Join AB Tasty, a global leader in AI-powered experience optimization solutions, as a Technical Support Analyst in the Professional Services department. Work with a Senior Technical Support Manager to investigate client inquiries, perform data analysis, assign tickets to developers for technical patches, collaborate with various teams, and improve existing documentation. This is a permanent full-time position located in Paris (64-66 rue des Archives) with a smooth remote work policy of up to 3 days a week.

Requirements

• You have a technical background and a desire to move into a more versatile role, or you have a business background with a strong interest and skills in technology
• You have a strong interest in software development and data management
• You able to read and understand code (HTML/CSS/JavaScript)
• You have strong problem-solving and organizational skills, the ability to multi-task and think outside the box to identify and solve problems
• You are an excellent communicator, fluent in English, and have a working knowledge of French

Responsibilities

• Investigate and follow up on tickets through JIRA
• Review and clarify ticket details, requesting missing information if needed
• Identify the cause, prioritize issues, and handle priorities in time-sensitive situations
• Perform data analysis and suggest solutions
• Assign tickets to developers for technical patches
• Collaborate with Client Success, Technical Support, Developers, and QA teams
• Improve existing documentation
• Provide feedback to the product team to improve AB Tasty products

Benefits

• Huge impact - by ensuring client satisfaction, you’ll have a direct impact on the company’s success
• No micromanaging - be the owner of your effort and fully trusted to take responsibility for your tasks
• International reach - our audience is wildly international, and our team is too
• Continuous education - we offer many opportunities for each employee to learn and grow from a mix of professional and non-professional topics
• Unique career opportunity - by joining a fast-growing company that’s making waves in the tech industry, you’ll have a wonderful chance to enhance your learning and advance in your career faster than you ever thought possible
• Lots. Of. Fun - our incredible magic makers organize awesome events, such as team games, drinks, yoga classes, parties, and a company-wide retreat every year with employees from all countries gathering for 2 days of fun
• Remote working, flexible schedule - this isn’t a ‘clock in, clock out’ company. We care about your productivity, not tracking every minute you’re on site
• Time for yourself – after a year within AB Tasty, we offer you a day off during which we simply ask you to think about your career expectations with us. It's not always easy to find time for introspection and to envision what path can lead us to a happy career so we offer a Retreat Day as an opportunity to reflect on that