Technical Support Engineer, Connect

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

About Mirakl

Mirakl is the leading provider of eCommerce software solutions. 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 Macy’s, Saks, Henry Schein, The Knot, 1800-Flowers, Best Buy, Lowe's, Ulta and 450+ industry-leading businesses worldwide. For more information: www.mirakl.com.

Mirakl is the global leader in platform business innovation. Our suite of eCommerce solutions empowers retail and B2B enterprises to drive significant growth and efficiency, digitize and expand product assortment through marketplace and dropship, improve 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, Best Buy, Kroger, and many more. Headquartered in Paris and Boston, Mirakl is recognized as a Great Place to Work company.

About the Connect Team

Mirakl Connect is our leading ecosystem platform connecting sellers, partners, and operators to accelerate growth and innovation in the marketplace economy. Our support team is a global powerhouse of professionals based in Boston, Paris, and Bordeaux, providing world-class technical support to a diverse portfolio of clients and partners.

Your Impact:

You’ll play a pivotal role in supporting the Mirakl Connect product, collaborating daily with the Connect team, developers, product managers, and customer success teams. You’ll help clients with questions and requests, shape the future of our platform by sharing customer feedback, and contribute to a culture of technical excellence and continuous learning.

What You Will Do at Mirakl:

  • Become a go-to expert on the Mirakl Connect platform, inspiring confidence across teams and clients
  • Act as the first point of contact for platform-related inquiries, building trust through your functional expertise and communication skills
  • Manage and resolve client tickets in Zendesk (or similar ticketing tools), and escalate complex issues as needed
  • Collaborate with product managers, Labs teams, and customer success teams to deliver a seamless customer experience
  • Contribute to continuous improvement by enriching Mirakl One Help to strengthen the self-service experience and improve the quality of the customer-product-documentation feedback loop.
  • Participate in cross-functional projects with the Connect team, learning tools and processes from Senior colleagues.
  • Use tools like Zendesk, Jira, Datadog, and Postman to support daily operations and monitoring

What Mirakl is Looking For in a Candidate:

  • 2+ years of customer support or technical support experience in a SaaS, eCommerce, or technology environment
  • Familiar with ticketing systems (Zendesk, Jira, etc.) and has a basic understanding of SaaS platforms, APIs, and SMTP
  • Analytical and detail-oriented, with the ability to diagnose and resolve functional challenges
  • Eager to learn, adaptable, and able to thrive in a fast-paced, evolving environment
  • Excellent communicator and collaborator; enjoys working with global teams and sharing knowledge
  • Proactive, scrappy, and not afraid to take ownership or suggest improvements
  • Interest in AI and new technologies is a plus
  • Comfortable being in the Boston office three days a week

We welcome collaborators with diverse perspectives and experiences to power us forward. If you’re ready to join a hyper-growth company at the heart of digital transformation, we strongly encourage you to apply—even if you’re not an exact match.

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: Boston
  • Experience: > 2 years
  • Possible partial remote