Customer Support Engineer

About the Position

LumApps is now more than just an Employee Experience Platform - it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees. Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program.

In 2025, LumApps strengthened its leadership position by partnering with Beekeeper, a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers - from HQ to the frontline.

Our mission: To make people feel that they belong and have a purpose. To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:

• Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites,
• Transform employees into real ambassadors of their company,
• Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips,
• Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences.

We are looking for individuals who are excited to actively participate in this transformation. If these core values sound like you: "be bold, do amazing things", "say what you mean, do what you say", "one team, same mission", "always be evolving": apply now!

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 and help customers understand/use the platform's features. Be able to test, locate a problem, and reproduce a multitude of product features.
• Prioritize and manage multiple requests in parallel.
• Escalate requests that cannot be handled by support to the right teams.
• Follow up with Premium Support customers as a privileged point of contact.
• Proactively participate in our AI transition and growth by identifying and adopting automation solutions (AI, chatbots, intelligent routing) to reduce manual tasks and improve first-contact resolution.
• Ensure customer follow-up to check that technical requests are handled.
• Update our internal databases with information on technical issues and use cases that will allow customers to better understand the platform.
• Manage internal projects to contribute to the improvement of support.
• Work on public holidays in rotation with current team members.

Requirements

• Organizational skills and attention to detail.
• Good interpersonal skills, impeccable spelling, clear and structured written expression.
• Overflowing empathy, to understand and respond to customers' technical questions and problems. Proven autonomy.
• Team spirit.
• Fluent in French (C2) & English (B2), both written and spoken.

Nice to Have

• Knowledge of Gsuite/ solutions and the Python programming language.
• REST API

We Offer

• Hybrid work model – 2 days at the office, 3 days remote
• ~10 extra days off per year (RTT days)
• Meal vouchers (SWILE) + free snacks & coffee
• Yoga classes - Take a mindful break in our Paris office
• Supportive parental leave and family moments - yes, even a Christmas party for your kids!
• Health insurance (ALAN) – 60% covered + full life & disability cover
• Afterworks, team celebrations & seasonal parties
• French & English lessons, professional development & access to Leeto CSE

About the Company

LumApps is an Employee Experience Platform that helps organizations thrive in a digital environment by connecting and empowering employees with purpose and belonging. Founded in 2015, we have nearly 400 Lumies worldwide and more than 700 customers. Our offices are located in Austin, Paris, Lyon, Lille, Sophia-Antipolis, London, Tokyo, Hamburg, and Barcelona.

Our greatest pride? Our talents come from a variety of backgrounds and are passionate about creating a unique, powerful solution that delivers the best possible employee experience.

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.