Support Engineer H/F

A Fintech company created in 2000, Finance Active develops high-quality solutions to optimize debt and financial risk management.

With over 10,000 users worldwide, Finance Active paves the way for digital transformation in financial departments of companies, public authorities and financial institutions. Permanently connected to financial markets, our solutions provide a dynamic and centralized view that simplifies transaction management.

Our innovative, user-focused approach allows us to develop agile and collaborative software to maximize financial performance and enhance operational efficiency.

Our mission: provide financial teams with high-quality data and advice in order to allow them more room for manoeuvre in operational and financial decision-making.

Turnover: €20m / Monitored positions: €300bn / 150 employees / 1 R&D team in Paris

Finance Active is looking for a Support Engineer to join the Support team, known as L2.

As a support engineer, your responsibilities will include the following: 

· Provide second-level support to personnel and customers on all our applications, including:

• Responding to assigned tickets / tasks in accordance with SLA guidelines

• Taking ownership of customer support for both technical and functional issues on assigned tickets
• Interfacing directly with customers at different stages of the problem resolution process, which includes understanding customer issues, communicating action plans for resolution and conveying resolution
• Analysing any issue unresolved at Level 2 and escalating it to Level 3 packaged with a concise description and the actions, and traces required for escalation
• Working directly with the development teams and providing test cases (to be automated)
• Respecting our clients’ SLA guidelines

· Specify all company policies and best practices both with the entities in charge of support Level 1 and Finance Active partner companies / suppliers

· Contribute to the continuous improvement and performance of collaboration with the interlocutors of the support team (consultants, clients …)

·  Drive projects that improve support-related processes and take ownership of tasks and follow through to ensure evolution

• At least 2 years of Application Support experience within any industry
• 2+ years of professional experience working with SQL with the ability to write complex queries
• Strong communication skills and ability to interact professionally with all levels of internal and external personnel in both written and verbal communication 
• Proficient with Microsoft Excel and other Microsoft Office Suite software and able to quickly adapt to learning new software applications.
• Superior follow-up skills to ensure that issues are resolved in a timely manner
• Must have a passion for technology
• A first experience working on a SaaS Solution that included analysing large volumes of data will be a plus

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• Contract type: Permanent, full-time
• Starting date: January 2018
• Annual salary: according to experience
• Location: Paris 75002