Senior Technical Support Engineer, Mirakl
Connect
3+ days a week in office
Marketplace SaaS platform
Be an early applicant
Marketplace SaaS platform
501-1000 employees
Be an early applicant
3+ days a week in office
501-1000 employees
Company mission
To enable businesses to significantly transform their e-commerce strategies and foster sustainable and profitable growth.
Role
Who you are
- A technical expert with a passion for solving complex problems and delivering exceptional customer experiences
- 5+ years of technical support experience in a SaaS, technical or e-commerce environment
- Technical Depth: Strong proficiency with SQL, APIs, SMTP, and SaaS solutions
- Analytical Excellence: The ability to diagnose and resolve intricate technical challenges with rigor and efficiency
- Autonomy and Agility: Thrive in a fast-paced environment, adapt quickly to changing priorities, and take ownership of your work
- Problem-Solving Mindset: A commitment to continuous improvement and a proactive approach to identifying and addressing potential issues
- Team Player: Collaborate effortlessly with global teams while sharing knowledge and best practices
- Stress Management: Skilled in prioritization and multitasking to handle critical issues with composure
What the job involves
- The Mirakl Support team is a global powerhouse of 10 talented professionals based in the US (Boston) and in France (Paris, and Bordeaux). Together, we provide world-class technical support to Mirakl’s diverse portfolio of clients and partners. Armed with cutting-edge tools, including APIs, Webhooks, SMTP configurations, and database access, our team ensures the seamless operation of the Mirakl platform
- You will collaborate daily with developers, product managers, and customer success teams to not only resolve complex issues but also to shape the future of our product
- This is your opportunity to join a team that thrives on innovation, technical excellence, and a shared commitment to exceeding client expectations
- We offer an environment where technical talent is celebrated, and your contributions will directly influence our success
- Mastering Our Platform: Be the go-to expert for Mirakl’s Connect platform, inspiring confidence across teams and clients
- Owning Client Relationships: Act as the first point of contact for all platform-related inquiries, building trust through your technical expertise and outstanding communication skills
- Driving Continuous Improvement: Contribute to the evolution of our processes and our AI-based tools
- Solving Complex Problems: Use advanced tools (logs, APIs, SQL queries) to analyze and resolve the most challenging technical issues
- Proactive Monitoring: Identify potential issues through real-time dashboards and continuously improve our monitoring and alerting systems
- Streamlining Collaboration: Work closely with developers to hand off technical cases, ensuring all necessary details are captured for swift resolution
- Connecting Teams: Partner with product managers, SRE teams, and customer success teams to deliver a seamless and impactful customer experience
- You’ll work with an advanced ecosystem of tools, including: Zendesk, Jira, Postman, PostgreSQL, Datadog, SendGrid, GitHub
Our take
Mirakl is a SaaS platform that provides the technology and partner ecosystem needed to launch an eCommerce marketplace. There are a couple of major benefits to this : if a store doesn't hold an item a customer wants in stock, it can be sourced seamlessly through marketplace partners, and it allows eCommerce retailers to hold a lot less inventory especially in less-requested lines.
Since its founding in 2012, Mirakl has helped more than 450 companies develop new marketplaces to drive product adoption. It currently works with consumer-facing enterprises, including Macy’s, Decathlon, Best Buy and Sonepar, and industry-specific B2B companies like Airbus Helicopters, Toyota Material Handling and Accor’s Astore.
Mirakl has raised a large amount of capital in multiple rounds of funding. Investment has been used to grow its engineering and customer success teams, enabling product development and a broader reach. With solid revenue growth and an expanding global footprint, Mirakl seems set to increase its lead in the market moving forwards.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Sep 2021
$555m
SERIES E
Sep 2020
$300m
SERIES D
Total funding: $948m
Company benefits
- 📈 🎓 Career Growth Opportunities - Access to tailored development programs and clear pathways for professional advancement
- 👨👩👧👦 Parental Support - Enjoy enhanced parental leave, including a fully paid month off for the second parent and two sick child days per year, paid at 100% for each employee. An initiative designed to provide a supportive and family-friendly work environment
- 💆♀️🧘 Health & Wellness - Benefit from covered health insurance and initiatives promoting well-being
- 🏡 💻 Flexible Work Arrangements - Take advantage of flexible weekly remote work options
- 🥐 🍏 Daily Perks - Start the day with a complimentary breakfast and enjoy your meal voucher card (depending on the country)
- 🚲 🚇 Sustainable Transportation - Mirakl reimburses 50% of public transport subscriptions
Company values
- Work Hard Together: We believe in teamwork and collaboration as the foundation of our success.
- Get Things Done: We prioritize action and results to deliver impactful outcomes.
- Go Above & Beyond: We embrace challenges with ambition and always strive for excellence.
- Succeed Through Expertise: Knowledge-sharing and continuous learning are in our DNA.
- Satisfy & Empower Clients: We are committed to making our customers successful.
Company HQ
Chaillot, Paris, France
Articles
Leadership
Adrien Nussenbaum
(Co-Founder & Co-CEO)Previously Senior Associate at Deloitte Restructuring for 2 years and Co-founder at SplitGames for 5 years.
Philippe Corrot
(Co-Founder & Co-CEO)Previously Co-founder of Keyrus, Mayrev and SplitGames.
People progressing
Joined as Chief of Staff to the COO, being promoted to Head of Platform Advisory, Global after 1 year, and VP, Platform Advisory after a further 2 years.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Mirakl
Hugo Weber (VP Corporate Affairs & Impact)
- Echoing our value of “Go Above and Beyond,” we are committed to making a positive impact on our employees, ecosystem, and society as a whole. Our CSR strategy is based on four pillars: environment, human resources, society, and ethics & governance.
- We aim for an absolute reduction of 30% in our emissions on scopes 1 and 2 by 2027, offset our carbon footprint annually, and have implemented a sustainable procurement and travel policy.
- Mirakl is a signatory of the French Tech Parity Pact. We have 60% women in our leadership team and are committed to achieving 40% women on our board of directors by 2028. Additionally, we are training 100% of our managers on diversity issues.
- We promote mentorship through partnerships with NQT associations in France and Cancer Chicks in Australia, and we commit to accessibility through our collaboration with the Content Square foundation and Cafés Joyeux.
- We publish a transparency report annually and strengthen the training of our teams on ethical and legal issues such as corruption and data protection.
- To ensure the achievement of our CSR objectives, a dedicated team reports directly to one of Mirakl's founders, ensuring strategic oversight. This team works closely with key stakeholders identified internally, as well as with external partners such as Plan A and Patch.io, recognized for their expertise in environmental impact and carbon offsetting. With this support and these partnerships, we ensure that each initiative is robustly supported and implemented with a view to sustainable growth.
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