Customer Support Engineer (Krakow or Lyon)

LumApps
Louisiana, Krakow
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Organizational skills","Attention to detail","Interpersonal skills","Structured communication","Empathy","Autonomy","Team spirit"]

Respond to customer requests via email and ticket, troubleshoot product issues, and run remote diagnostic sessions to identify defects. Gather and reproduce feature behaviors, prioritize multiple cases in parallel, and escalate unresolved issues to the right teams. You’ll also support Premium Support customers, update internal technical databases, contribute to support-improvement projects, and rotate on-call and public-holiday coverage.

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FursaFursa
LumApps
LumApps
1 week ago

Customer Support Engineer (Krakow or Lyon)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Respond to customer requests via email and ticket, troubleshoot product issues, and run remote diagnostic sessions to identify defects. Gather and reproduce feature behaviors, prioritize multiple cases in parallel, and escalate unresolved issues to the right teams. You’ll also support Premium Support customers, update internal technical databases, contribute to support-improvement projects, and rotate on-call and public-holiday coverage.
Location: Louisiana, Krakow
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Respond to customer requests accurately and diligently via email or ticket.
  • •Organize and conduct remote sessions to diagnose and identify product defects.
  • •Identify customer needs, help customers understand and use platform features, and test/reproduce issues.
  • •Prioritize and manage multiple requests in parallel, escalating when needed.
  • •Follow up with Premium Support customers, update internal technical databases, manage improvement projects, and rotate on-call/public holidays.

Pay and Benefits

Perks:Health InsuranceMeal VouchersParental LeaveYoga Classes

Key Requirements

  • •Fluency in French (C2) and English (B2), both written and spoken.
  • •Strong organizational skills and attention to detail while handling support requests.
  • •Good interpersonal skills with clear, structured written communication.
  • •Ability to understand customer needs, test features, identify problems, and reproduce defects.
  • •Proven empathy and autonomy when responding to customers’ technical questions and problems.
Skills:Organizational skillsAttention to detailInterpersonal skillsStructured communicationEmpathyAutonomyTeam spirit
Languages:FrenchEnglish
Tech Stack:PythonREST APIGsuite

Company Brief

LumApps
Provides a mobile-first employee communication and engagement platform connecting deskless and frontline workers with company news, shift management, workflows, and collaboration tools to improve internal communication and operational efficiency.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Zurich, Switzerland
Founded: 2012
Website