Chargé de support / support officer

• Maintain our test platforms in operational condition
• Track customer issues via Salesforce
• Write detailed anomaly reports and participate in issue resolution with R&D
• Provide visibility on the coverage of requirements defined by the client during tenders, customer feedback, and the status of metrics
• Deploy new software versions provided by the Validation team on our clients’ ticketing systems
• Lead technical meetings internally and/or with the client
• Share encountered issues and their resolutions with other internal teams
• Communicate activity reports to hierarchical and functional managers
• Participate in the continuous improvement process
• Provide training to clients on all aspects of system usage, both on-site and remotely
• Set up metrics to monitor the operational status of deployed equipment
• Monitor these metrics and propose solutions and/or workarounds
• Write technical documents and procedures for internal or external use
• Contribute to customer satisfaction
• Apply processes defined by the Quality department and the HSE system
• Comply with site safety plans for intervention locations

• Strong knowledge of support processes
• Knowledge of ticketing systems
• Knowledge of database management, scripting, and log analysis
• Excellent interpersonal skills, with strong listening abilities and high-quality client interaction
• Analytical and synthesis skills
• Initiative, autonomy, and rigor
• Ability to work effectively under pressure
• Education level: Bachelor’s degree to Master’s degree (BAC+2 / BAC+5) with a background in IT
• 1 to 5 years of professional experience in the ticketing field
• good knowledge of our products would be an advantage

good knowledge of our products would be an advantage