Customer Support Engineer

LumApps•Webster, MA

16d•Hybrid

About The Position

LumApps is a leading Employee Experience Platform, now an AI-powered Employee Hub, assisting companies in their digital transformation of communication, collaboration, and engagement. Our platform is a proven leader, deployed by Fortune 500 clients globally and recognized in Gartner's Magic Quadrant and Forrester Wave. In 2025, LumApps partnered with Beekeeper, expanding our reach to all types of workers. Our mission is to foster a sense of belonging and purpose, creating an environment where employees are engaged and work towards common goals. We help companies improve productivity, transform employees into ambassadors, enhance efficiency and connectivity, reduce turnover, accelerate onboarding, and improve customer experiences. With over 600 employees across 11 offices worldwide, we are undergoing an ambitious growth phase under new shareholder Bridgepoint to become the clear market leader. We are seeking individuals excited to participate in this transformation, embodying our core values: 'be bold, do amazing things', 'say what you mean, do what you say', 'one team, same mission', and 'always be evolving'.

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.
REST API

Nice To Haves

Knowledge of Gsuite/ solutions and the Python programming language would be a plus.

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.
On-call shifts in rotation with current team members.
Work on public holidays in rotation with current team members.