Customer Support Engineer (Krakow or Lyon)

LumApps • Webster, MA

9d • Hybrid

About The Position

LumApps is an AI-powered Employee Hub that supports 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 strengthened its leadership by partnering with Beekeeper, expanding our reach to all types of workers. Our mission is to make people feel they belong and have a purpose, creating an environment where all employees are engaged and work towards the same goal. We help companies improve productivity, transform employees into ambassadors, make them more efficient and connected, reduce turnover, accelerate onboarding, and improve collaboration and knowledge sharing. With over 600 employees across 11 offices, we support large enterprises worldwide. We are in an ambitious growth phase, aiming to become the clear market leader, and are looking for individuals excited to participate in this transformation. Our core values are: '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.
• 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.

Benefits

• Phone & Home Internet costs reimbursement up to 80 PLN/month
• Private health care package with Luxmed – covered for you and partially for your partner / family
• Cafeteria benefits – monthly budget to cover sport cards or other purchases
• Creative Allowance – paid as 1000 PLN gross/month
• Home office set-up reimbursement up to 1000 PLN
• Personal Learning & Development Budget of 1500 USD/year
• 26 days of annual leave/year and 2 Mental Health days off per year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed