⭐️ We need you ⭐️

Joining the Customer Success team, as an L2 Support Engineer, you will be the vital link between our L3 Product and Tech team in Paris and our L1 support team serving the US market. This multifaceted role combines technical expertise with customer-facing skills, making you an essential part of our US operations.

Working closely with the US Customer Success and US Sales teams, your main duties and responsibilities include, but are not limited to, the following:

• Troubleshoot technical issues and provide escalation support to the L1 team.

• Serve as the primary liaison between the Product and Tech teams in Paris and the L1 support team in the US

• Monitor performance and availability of our SaaS platform and provide first response.

• Lead customer technical onboarding processes and oversee technical operations for US clients

• Develop and maintain technical documentation for internal teams and customers

• Contribute to the continuous improvement of our support processes and tools

• Participate in some presales technical calls and prepare some demo materials for the US market.

!secret! 

Just between us… Our solution is really liked! 

It’s always nice to see the number of centers and patients using our solution every day 

📈📈📈

At Implicity, you will have a weekly meeting with your manager, to help you succeed in your mission, and continuously improve your skills.

Each team works with quarterly OKR, to be crystal clear, fair and honest with your targets.

The annual appraisal is a shared exchange moment, focused on your development.

⭐️ You are ⭐️

🥈 Education

• Bachelor’s degree in computer science, information technology, or a related field or a minimum of three years’ medical device experience, preferably cardiology medical devices: or equivalent combination of education and experience in a directly related field.

• 3+ years of experience in a similar technical support or operations role, preferably in a SaaS environment

• Excellent problem-solving skills and ability to work under pressure

• Strong communication skills in English; French language skills are a plus

• Experience with customer-facing roles and ability to explain technical concepts to non-technical audiences

• Work in regulated field with sensitive data is a plus

• Ability to organize and prioritize work requirements to meet deadlines.

• Willingness to travel on an as needed basis (approximately 20-25%).

🥇 Skills/Aptitude

• Strong communication, interpersonal and problem-solving skills to interact with peers, vendors, suppliers and Senior Management. 

• Ability to work independently is required.

• Able to work in a fast-paced environment and manage changing priorities and demands from customers.

• Manage the technical introduction of new product features, assimilate customer feedback on technical issues and clearly communicate with the tech team in Paris.

• Manage conflict resolution and communication with the customer success and sales teams and key clinical personnel.

• Customer advocate with internal departments.

• Commitment to excellence, with a strong work ethic, as an ambassador for the company with our customers this role requires the individual to act with integrity, honesty and fairness.

• IT agile (Excel, Slack, Notion, CRM tool such as Salesforce, etc.)

• A thoughtful team player, looking to make your colleagues successful.

• You like this ad, and think this is very like you 😊

It is OK to apply without meeting all the criteria: just honestly tell us why you think you can be THE one.

😁 More cool stuff to know about Implicity 😁

💰 Remuneration

• For this job (CDI - full time), you’ll get a competitive salary depending on your experience 

• Company Stocks

👍🏻 Benefits

• Extensive coverage, including dental & vision, financed at 90% by Implicity (70% for dependents)

• 401K : up to 4% match

• 25 PTO + 9 bank holidays

• Maternity (paternity) leave policy: 4 weeks (2 weeks) fully paid

✅ Why us?

Simply because you will get all scale-up advantages without the usual drawbacks!

• Activity: we are a “purpose company”  -  that really drives everyone’s daily motivation and commitment 

• Solution: we built a best in class solution, that has no direct competitor 

• Growth stage: we are not small - we are not big - we are 80  =>  our boom is to come

• International: we operate at a global level

• Values: we do have values, and these are not just for posters!

      . Integrity: we act with honesty and fairness

      . Ambition: we strive for excellence in a healthcare demanding environment 

      . Cooperation: we care, we support, we seek collective success

• Autonomy: you’ll definitely get real responsibilities, and have the chance to have impact 

• Tools: we used Slack, Notion and DropBox, and it is pretty cool

• Remote: up to 3 days / week 

• Worklife balance: we are definitely respectful 

• Shareholder: every single employee is incentivized with company equity

Do you need more arguments? We’ve got a bunch!

🤓 Want more infos?!

• Our website: https://www.implicity.com/about-us/

• Our team: https://www.welcometothejungle.com/fr/companies/implicity/team-1

• Our other opening jobs: https://www.implicity.com/careers/

• Our cool grade on Glassdoor: https://www.glassdoor.fr/Pr%C3%A9sentation/Travailler-chez-Implicity-EI_IE4010545.16,25.htm

• Our $23M Series A last January 2022: https://www.implicity.com/ressource/seriesa/ 

• A cool article by La Tribune: https://www.latribune.fr/technos-medias/innovation-et-start-up/la-startup-de-la-semaine-implicity-previent-les-crises-cardiaques-grace-aux-donnees-829691.html

• And finally, 2 interviews of our CEO Arnaud Rosier:

. https://www.youtube.com/watch?v=1ofIQQMWqZo

. https://www.bsmart.fr/video/1727,37-ecosysteme-implicity

🙏🏻 Let’s meet

• If you believe that you are the right person for Implicity, we are looking forward to receiving your application through the Implicity page on “Welcome To The Jungle” website

• We are proud to be an equal opportunity employer. We constantly challenge ourselves to build a diverse team of talents and to create an inclusive environment for all employees

• Recruitment process:

1°   Screening interview

2°  Job interview

3°  Final interview

4°  Possible reference check

\=> Depending on your availabilities, the recruitment process should last less than 2 weeks.