Customer Support Engineer, Pelico
+ Stock options
Factory operations management software
Job no longer available
Factory operations management software
101-200 employees
Job no longer available
+ Stock options
101-200 employees
Company mission
Pelico's mission is to empower factory teams with the agility required to manage daily volatility and deliver products on time, at cost.
Role
Who you are
- Thanks to your Engineering Background, a strong written technical documentation skills, with the ability to translate technical concepts to a non-technical audience
- You are naturally collaborative, supportive and organized
- Strong technical aptitude (SQL & Python) and familiar with software development and Agile methodologies
- Proven experience in a customer support role, preferably in a software company/technical environment
- Proficiency in using customer support tools, ticketing systems, and remote support tools
- Ability to manage many issues on the same time, comfortable in priorities & follow-up actions
- A highly motivated self-starter who is ready to investigate, shake and sweep queues of tickets
- Willingness to create a strong clients satisfaction & genuinely love helping people and solving problems
- Startup mindset - ready to learn and adapt quickly, as well Autonomous, results oriented
- Team player
- Fluency in English (oral & written) - Looking for multicultural environment
- Flexibility to adapt to shifting working hours related to USA and North America
What the job involves
- As a Customer Support Engineer at Pelico, you will play a vital role in providing exceptional technical support and assistance to our valued customers
- Your primary responsibility will be to address and resolve customer issues related to our software platform, ensuring their satisfaction and successful utilization of our product
- You will address clients from different Industrial verticals & mostly based in North America
- Serve as the first point of contact for customers seeking technical assistance via the available tools
- Identify, troubleshoot, and resolve customer issues in a timely and efficient manner, striving for first-call resolution whenever possible
- Collaborate with cross-functional teams, including Customer Operation, Product team and Engineering to escalate and resolve complex customer issues
- Provide guidance and training to customers on the effective use of our platform's features and functionalities
- Help in building the best customer journey to create the most effective self-service
- Participate in a rotating staggered work schedule, including mandatory night calls, to provide continuous support coverage for customers in different time zones
- Integrate, setup and customize the service support platform
- Assist the team on putting in place automated workflows to streamline processes, increase customer satisfaction and internal productivity
- Collaborate with the Product and engineering team to identify recurring issues and contribute to ongoing product improvements
- Contribute to the creation of self-help resources, such as FAQs and knowledge base articles, to enable customers to find answers independently
- Maintain a comprehensive internal knowledge base to improve support efficiency and effectiveness by tracking and documenting all technical issues and the steps taken to resolution
Application process
- Screening of 45 mins with HR - by Google Meet
- Onsite/Visio: 1h15 Live technical case with Customer Support Manager and a Customer Operations Manager
- Debrief of 30 mins with VP
- Reference check
- Job offer to join Pelico within 48 hours
Our take
Due to a volatile supply chain landscape, fluctuating demands and deepening product complexity, factory operations are becoming increasingly difficult to run smoothly and efficiently, which in turn affects their revenue.
Pelico believes that its factory operations SaaS platform is the answer, particularly for factories which are pivoting from mass production to more discrete models with variable products in smaller volumes. By leveraging data analysis and AI modeling, Pelico is able to foresee bottlenecks such as parts shortages, then provide AI-generated recommendations.
The last few years have seen a growing number of startups enter this space as manufacturers feel the supply chain squeeze. Though it’s a highly competitive market, Pelico has grown quite strongly in Europe. Now having secured major funding, the French startup is aiming to expand further while continuing to develop its product.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Nov 2022
$18.5m
EARLY VC
Total funding: $18.5m
Company benefits
- Office location in the center of Paris (75003) near Beaubourg
- Smart working policy & Remote flexibility
- Equity (BSPCE) for every pelican
- Premium health coverage: Alan Blue
- Monthly afterworks
Company values
- Empowerment
- Collaboration
- Playfulness
- Outcome orientation
Company HQ
Brickell, Miami, FL
Articles
Leadership
Tarik Benabdallah
(CEO)Former Deployment strategist at Palantir Technologies. Previously founded was CEO of market research platform Opiquick.
Mamoun Alaoui
(CPO & COO)Former Financial & Actuarial Services Consultant at Sia Partners. Before Pelico they worked in a number of Senior Product Management roles at commerce media startup Criteo.
Jonathan Hickson
(CTO)Has been a Partner and CTO at a number of fast growth startups including Opiquick, Themecloud, and advertising platform MasterCourses.
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