Technical Support

ePackPro is the SaaS scale-up that has digitalized HACCP , and that today leads the market. Born in a kitchen, imagined by a restaurateur, our solution enables 20,000 food industry professionals across 40 countries to stay compliant without spending their entire day on it. +50M€ ARR, +40% growth in 2024, 300+ employees spread across 5 offices: we are building something solid, and we are accelerating.

JOB DESCRIPTION AND MISSIONS

As part of the transformation of its customer support and to accompany its growth, ePackPro is strengthening its N2 Support team. The goal: absorb the increasing ticket volume, improve resolution times and strengthen internal technical expertise.

Your role: You will take ownership of technical incidents (N1/N2) and provide advanced assistance to customers. You will work on software, hardware, and network issues in close collaboration with the Product and Customer Success teams.

Your main missions:

Technical Support:

• Manage N1/N2 incident tickets with responsiveness
• Diagnose failures in ePackPro equipment: wall screens, tablets, pads (connectivity, cables, software interface)
• Take remote control to resolve incidents live with customers
• Manage the addition and removal of modules on customer accounts
• Guide customers step by step through the resolution of their issues
• Escalate to the tech team with a complete and structured file when necessary
• Document resolved incidents and feed the internal knowledge base

Client Onboarding:

• Set-up our solutions to match our client's needs
• Train our clients to the everyday use of our solutions
• Send hardware and equipment to our clients when needed

PROFILE

Experience & background

• At least 1 year of experience in technical support or equivalent
• Experience in a SaaS environment, management software or connected solutions
• Experience in managing complex technical incidents
• Experience in B2B customer support

Technical skills

• Hardware and software incident diagnosis (network connectivity, tablet/screen interface, configuration)
• Application incident analysis and resolution
• Good knowledge of network environments (LAN, WiFi, basic routing)
• Configuration and parameterization of software solutions
• Log reading and root cause identification
• Proficiency in remote control tools (TeamViewer or equivalent) and ticketing tools (Salesforce, Jira, Genesys)

Soft skills

• Teaching ability: knowing how to explain a technical problem to a non-technical stakeholder
• Rigour and method in problem solving
• Team spirit: you will work in close collaboration with the support team and tech team
• Autonomy and sense of priorities

Languages

• Fluent English , spoken and written
• Fluent Arabic , spoken and written

Bonus

• Knowledge of or interest in the restaurant / CHR sector
• Knowledge of HACCP standards
• Experience in hardware support (tablets, printers, sensors)