Connect Technical Support EMEA

About

A propos

Mirakl est le leader des solutions logicielles pour le e-commerce. Nous offrons aux entreprises une suite unique de solutions leur permettant de transformer en profondeur leur e-commerce et de stimuler une croissance durable et rentable.

Depuis 2012, Mirakl accompagne les acteurs B2C et B2B avec une technologie de pointe, sécurisée et évolutive, pour :

Digitaliser leurs activités et élargir leur offre via la marketplace ou le dropship,

Simplifier la gestion des catalogues et des paiements fournisseurs, améliorant ainsi l’efficacité opérationnelle,

Augmenter la rentabilité grâce au retail media.

Nous nous engageons également à créer un environnement inclusif et collaboratif, où chaque collaborateur peut s’épanouir et contribuer pleinement à notre réussite commune.

Chiffres clés

  • Fondée en 2012 et membre du French Tech Next40.

  • +750 collaborateurs représentant plus de 40 nationalités à travers le monde.

  • +450 clients B2C et B2B répartis dans plus de 40 pays, parmi lesquels Airbus, Toyota Material Handling, Galeries Lafayette, Carrefour, Decathlon, Maisons du Monde, Leroy Merlin, H&M et Sonepar.

  • Levée de fonds en Série E de 555 millions de dollars, portant sa valorisation à plus de 3,5 milliards de dollars.

  • +9 bureaux dans le monde : Paris, Barcelona, Bordeaux, Boston, London, München, New York, Sydney, Tokyo.

Nos valeurs

Travailler chez Mirakl, c’est accélérer votre carrière aux côtés de collègues ambitieux, passionnés et bienveillants. Nous sommes fiers de la diversité des parcours, des perspectives et des expériences qui rendent nos équipes – et Mirakl dans son ensemble – si uniques et dynamiques.

Chez Mirakl, nous adoptons 5 valeurs conçues pour orienter la manière dont nos équipes collaborent et interagissent les unes avec les autres :

💡 Work Hard Together : Nous croyons en l’importance du travail d’équipe et de la collaboration comme fondements de notre succès.

🏆 Get Things Done : Nous privilégions l’action et l’efficacité pour atteindre des résultats impactants.

🚀 Go Above & Beyond : Nous relevons les défis avec proactivité et visons toujours l’excellence.

🎓 Succeed Through Expertise : Le partage des connaissances et l’apprentissage continu sont au cœur de notre culture.

🤝 Satisfy & Empower Clients : Nous sommes engagés à assurer la réussite de nos clients.

Au quotidien, ces valeurs se traduisent par des actions concrètes qui guident notre manière de travailler, de progresser et de nous connecter les uns aux autres.

Job Description

Mirakl is the global leader in platform business innovation. Mirakl's suite of solutions provides enterprises with a transformative way to drive significant growth and efficiency in their online business.

Since 2012, Mirakl has been pioneering the platform economy, empowering retail and b2b enterprises with the most advanced, secure and scalable technology to digitize and expand product assortment through marketplace and dropship, improve efficiency in supplier catalog management and payments, personalize shopping experiences, and boost profits through retail media.

Mirakl is trusted by 400+ industry-leading businesses worldwide including Macy’s, Decathlon, Best Buy, Airbus, Toyota Material Handling and Sonepar.

Headquartered in Paris and Boston and with offices in 7 countries, Mirakl is recognized as a Great Place to Work company.

About the job:

Ready for a new challenge? Join Mirakl's Tech Support Team in Paris or Bordeaux. The team is composed of 6 members and provides international support for all of Mirakl's clients. The team is in charge of analyzing, prioritizing every demand via our ticketing tool and strives to respect our SLA (Service Level Agreement). They assist our clients in their use and configuration of the Mirakl platform. With a rich work environment composed of monitoring tools, documentation, test environments and access to technical logs, they are able to provide L1/L2 support. The support team also interacts daily with developers, product managers and customer success teams to constantly improve our product.

Our stack:

Zendesk, Jira, Postman, Datagrip, Logzio, Datadog

You will:

    • Be the functional referent for our platform for all Mirakl teams;
    • Be Mirakl’s clients first point of contact for all platform related questions, inspire confidence and build trust thanks to your interpersonal skills, pedagogy and capacity to suggest appropriate solutions;
    • Analyze, qualify and prioritise our clients’ requests thanks to your product expertise;
    • Ensure the handover to developers (Level 3) by providing the right level of information to deal with most technical cases while remaining clients’ key contact;
    • Perform deep analyses of most complex cases with various monitoring tools (database access, log analysis,...);
    • Establish a reporting of your activity to ensure continuous improvement of our processes;
    • Communicate with other mirakl teams such as product management, customer success, development or SRE teams;
    • Drive the team's continuous improvement of processes and tools.

Requirements

  • 2 years minimum of experience in customer support
  • Genuine interest for software technological solutions
  • Fluent in French and English
  • Technical skills (SQL knowledge, SSH, linux environment, API calls …)
  • Team spirit
  • Autonomous, able to adapt and learn, rigorous and analytical
  • Committed to continuous improvement and innovation

Want to join us?

  • A first 30-minute video call with our recruiter. We’ll discuss your background, your motivations, and what Mirakl can offer you. English assessment included.

  • A 1-hour technical interview with the Support Manager. We’ll dive deeper into your experience, evaluate your technical skills, and include a practical case study to see how you handle real support situations.

  • 2 team interviews (45 minutes each): one with our Product Manager to assess your product understanding, and another with a senior team member to evaluate your collaboration skills and cultural fit.

We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you’re ready to join a hyper-growth company at the heart of digital transformation for the world’s most forward-thinking organizations, we strongly encourage you to apply to any of our roles, even if you think you’re not an exact match.

Additional Information

  • Contract Type: Full-Time
  • Location: Paris
  • Possible partial remote