Senior Support engineer [Digital] (f/m/d)

Responsibilities

Our client, a confidential retail technology organization, is seeking a Senior Support Engineer to join their team in Villeneuve-d'Ascq, Nord. In this role, you will ensure continuity, stability, and quality of service for a portfolio of critical applications. Working closely with feature teams, product managers, helpdesks, and business stakeholders, you will lead support operations and drive continuous improvement.

Your key responsibilities include:

• Level 3 Technical Support: Provide expert-level support across varied application environments serving store employees, warehouse teams, customer advisors, and international partners while maintaining SLA commitments
• Incident Management Leadership: Lead and coordinate incident response processes, drawing on your experience to drive resolution and communication
• Knowledge Management: Create, structure, and maintain comprehensive runbooks and documentation to empower L1/L2 teams and reduce mean time to resolution
• Root Cause Analysis: Investigate recurring issues to identify underlying problems—whether bugs, optimization needs, or training gaps—to reduce ticket volume sustainably
• Product Health Reporting: Conduct regular debriefs with product managers on application health, recurring problems, and operational efficiency metrics
• On-Call Rotation: Participate in on-call schedules for critical business functions
• Solution Design Review: Challenge feature teams on upcoming functionality and transformations, validating solution designs, documentation, and production readiness to maintain system stability
• Support Model Evolution: Adapt support structures and practices to meet emerging challenges

What We're Looking For

We need a candidate with substantial technical depth and leadership capability:

• Experience: 5+ years in IT support or application engineering at a senior individual contributor level
• SQL Proficiency: Autonomous-level SQL skills for querying and troubleshooting
• API Testing: Strong experience with Postman, Bruno, or equivalent tools
• Log Analysis: Autonomous ability to analyze application logs for troubleshooting
• Ticketing Systems: Experience managing support tickets and workflows
• Observability Tools: Familiarity with monitoring platforms such as Datadog
• ITIL Practices: Strong command of incident, problem, and change management frameworks
• Technology Stack: Experience with PHP, Java, Kafka, or RabbitMQ is a plus
• Leadership Presence: Ability to coordinate teams, manage vendor relationships, and communicate effectively with diverse stakeholders
• Language Skills: Fluent English for collaboration with international teams
• Mindset: Commitment to continuous improvement, user-focused thinking, and technical curiosity

How We Work with You

Get A Job.ai represents this organization as their exclusive recruiting partner for this position. When you apply through our platform at getajob.ai, one of our talent specialists will review your profile and conduct an initial screening. If there's a strong match, we'll submit your candidacy to our client for consideration. Please apply only through Get A Job.ai—direct contact with the employer is not part of this process and may disqualify your application.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Employment Opportunity

Get A Job.ai is committed to inclusive hiring practices. We welcome candidates from all backgrounds and encourage applications from individuals of diverse experiences, identities, and abilities.