Hybrid Technical Support Engineer – Technical Support Manager

at Georgia State University Department of Health Sciences

• Job title: Technical Support Engineer – Technical Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Paris, France

About the role

• Technical Support Engineer at Vizzia enhancing urban public safety through advanced tech solutions. Leading client support operations in a hybrid work environment.

Responsibilities

• Manage and process customer requests
• Receive, qualify and prioritize requests from multiple channels (hotline, support email, chat).
• Resolve straightforward cases directly or route complex issues to specialized teams.
• Monitor all tickets through to closure, ensuring necessary follow-ups and client communication.
• Collaborate with operations, R&D, product and QA teams to resolve incidents and improve processes.
• Define escalation and incident follow-up processes (level 1 → level 2/3).
• Encourage the collection of customer feedback to inform the product roadmap and continuous improvement plans.
• Implement KPIs / performance indicators (response time, resolution rate, customer satisfaction, workload by channel).
• Produce regular reports for the executive team / management: trends, blocking points, action plans.
• Prioritize improvement initiatives and oversee the team’s skills development plan.
• Define and document processes, guides and knowledge base (FAQ, internal articles).
• Identify recurring cases / patterns and implement standardized or automated responses.
• Ensure responses are consistently high-quality, with a "customer-first" approach.
• Participate in post-mortem reviews / incident analyses to capture lessons learned and prevent recurrence.

Requirements

• Minimum 3 to 5 years’ experience in a technical support or ticket management role, ideally in a SaaS / digital / tech environment.
• Experience managing a team or coordinating cross-functional work (a plus).
• Familiarity with ticketing / helpdesk tools (Zendesk, Freshdesk, Jira Service Management, etc.).
• Good understanding of technical concepts: APIs, JSON, XML, integrations, troubleshooting, software architecture.

Benefits

• Hybrid in Paris: 3 days in the office, 2 days remote per week
• Cadre contract and RTT (time-off in lieu): between 8 and 12 days per year depending on public holidays
• Mac or PC based on your preference
• Company covers 60% of meal vouchers (€9 per working day)
• €50/month contribution to training budget
• Comprehensive health insurance (Alan)
• Office located in central Paris (3rd arrondissement)
• Annual offsite with the whole team and numerous company events