L2 Support Engineer, North America F/M

Implicity • Cambridge, MA

313d

About The Position

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.

Requirements

• 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.
• 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%).

Nice To Haves

• Strong communication, interpersonal and problem-solving skills to interact with peers, vendors, suppliers and Senior Management.
• Ability to work independently.
• 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.
• IT agile (Excel, Slack, Notion, CRM tool such as Salesforce, etc.)
• A thoughtful team player, looking to make your colleagues successful.

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree