About Worklife

Worklife is the only all-in-one platform integrated with HR tools that optimizes and develops the benefits strategy of organizations of all sizes.

Our obsession is to enable HR and CSR teams to maximize the economic, human and social impact of their social policies.

We make employee benefits visible and easy to use, through a unique payment card and an ultra-personalized application that promotes our customers' employer brand.

Our expertise and customized offering make us one of the most dynamic players in the employee benefits market, and in particular the No. 1 player in sustainable mobility.

Job Description

Context

We are aiming to grow from 13M ARR to 27M by the end of 2027. To succeed, our ability to scale support level 2 and 3 is essential for two reasons:

- Maximize customer satisfaction by providing visibility and prioritizing support tickets by criticality.

- Reduce the time spent by developers on support tickets, so that they can deliver the product roadmap more efficiently. Right now, this is the team's main problem when it comes to scaling.

The position will join the tech team and will be managed by Farah, our CTO. The team is made up of over 23 engineers, based between Paris and Kyiv. We're organized into specialized teams: Platform, Frontend, Backend, QA, Mobile.

The mission

As the first Technical Support Engineer at Worklife, your role is not just to fix issues, but to prevent them. You will be in charge of improving the quality and responsiveness of Worklife's technical support by :

- Taking the ownership of support 2

- Becoming the key intermediary between level 2 and 3 support, the tech, product, and operations teams, in order to structure the entire support system.

You'll directly contribute to platform resilience, team autonomy, and customer satisfaction. Your mission: reduce support tickets per 1,000 cardholders from 2.3 to 0.8, bring engineers' support load down from 50% to 20%, improve time-to-resolution, and help build a proactive, scalable support function aligned with business priorities.

In order to achieve that, you will :

- Own escalation workflows, ensuring thorough documentation and timely handover to engineering when needed.

- Troubleshoot and lead first investigations on cross-stack issues using Datadog, audit logs, GraphQL, and Metabase.

- Coordinate incident response: animate war rooms, publish status updates, run postmortems, and track remediation.

- Identify recurring issues and propose scalable fixes (UX, product, tooling).

- Analyze support trends (volume, complexity, impact) to feed into product and tech roadmap decisions.

- Maintain and improve self-service resources (FAQs, runbooks, internal dashboards).

- Communicate clearly with non-technical teams (CS, Ops, clients) on root causes, resolution, and business impact.

- Prioritize and triage tickets using a thoughtful approach that balances urgency, business priority, and technical complexity.

- Monitor and manage third-party service providers (e.g. PSPs, card issuers): handle escalations, track SLAs, and ensure accountability during incidents.

- Ensure SLAs/SLOs are visible, measurable, and respected across cross-functional support chains.

Expected results after one year :

- From 2.3tickets/1K carholders to 0.8.

- Enable engineers to spend only 20% to 30% of their time on support tickets, compared to 50% today.

- Have set up a management system to anticipate rather than react.

- Have put in place documentation and a clear system for directing and prioritizing problems.

What you'll do during your onboarding

D+30

- Met teams from tech to operation and completed environment setup.

- Explored and challenged internal documentation, raising key questions to clarify workflows and tooling.

- Took ownership of support level 2: backlog triage, ticket categorization, and first investigations in Linear.

- Mapped key third-party providers (e.g. PSPs) and reviewed SLAs and escalation procedures.

- Participated in a cross-functional incident or escalation to understand internal and external coordination.

- Delivered a structured rapport d'étonnement highlighting early friction points and improvement opportunities.

D+60

- Gained autonomy on Datadog, Metabase, and internal tooling to lead first investigations independently.

- Produced a support insights report based on 4-6 weeks of data, including top issue categories, impact scoring, and quick-win proposals.

- Defined SLOs and alert thresholds

- Delivered a first set of self-service resources (FAQs, internal runbooks, investigation checklists) to enable CS and Ops teams.

- Run a postmortem on challenging cases to share learnings with the team.

- Initiated implementation of the first quick-win fixes, whether through tooling, documentation, or coordination with product and engineering.

D+90

- Formalized quality gates for ticket handling, resolution consistency, and internal handovers; integrated into onboarding for CS/Ops - teams.

- Actively participated in cross-functional retrospectives, bringing structured feedback and recurring issue insights from the field.

- Identified and delivered 80/20 improvements that simplify recurring support paths, reduce manual load, or deflect unnecessary tickets.

- Contributed to roadmap prioritization rituals, ensuring product and tech teams have visibility into user-impacting bugs, systemic blockers, and high-cost support flows.

- Taken ownership of third-party incident accountability, ensuring SLA adherence and continuous alignment with PSPs and external vendors.

Our stack

You will be directly working on :

- Datadog/Sentry

- Metabase

- Querying our GraphQL Gateway in Node.js via Apollo or Postman

The rest of our stack :

- Nuxt 2 (Vue.js) & React

- REST Microservices in Python (Fast API)

- Gitlab (Version control + CI/CD)

- Figma (Interface design)

- Linear (Project management)

- Docker for dev env

- Kubernetes for deployments (Helm)

- Terraform (on AWS)

- Documentation on Notion

- Data stack: Segment, Airflow, Airbyte, DBT, Postgres data warehouse

Qualifications

Pre-requisites:

- Previous experience in technical support, QA, platform operations, or technical product roles.

- Strong debugging abilities using GraphQL queries, browser debugging tools, audit logs, and SQL-based analysis.

- Proficient with observability practices and performance monitoring, with hands-on experience in alerting, dashboards, and incident detection.

- Fluent in English (French is a plus).

Our evaluation criteria for this role:

- Experience with structured incident management processes (ITIL a plus).

- Ability to communicate clearly across technical and non-technical audiences.

- Skilled in translating technical issues into clear, business-relevant insights for Customer Success, Operations, and Product teams.

- Strong prioritization instincts based on impact, urgency, and business value.

Nice to have:

- Experience in a SaaS scale-up or high-growth product team.

- Familiarity with the fintech/payments ecosystem, including operational sensitivity to topics like card issuing, transaction flows, KYC, or compliance.

- Experience collaborating with or managing third-party providers, including SLA alignment and incident coordination.

Proposed Package

We offer a package re-evaluated each year (according to the market, our performance and your results) as well as + €4,500 in employee benefits (€5,000 if you are a parent).

Compensation :

- 50k€ to 65k€/year depending on the relevance and duration of your experience.

Benefits:

- RTT (number of days defined by the collective agreement, 9 in 2024)

- Hybrid teleworking policy: 2 on-site days in the Paris offices (rue de la Boétie). Monday is a mandatory day at the office.

- 14€ / day worked in meal vouchers, covered at 50% and access to the benefits of our food partners including Frichti

- 800€ / year sustainable mobility allowance for your transport needs (public transport pass, scooter, bike purchase, single metro ticket, etc.)

- 120€ / month for personal services (household help, sports coaching, childcare, etc.), 200€ / month if you're a parent

- 300€ / year telecommuting allowance for your telecommuting expenses

- 30€ / month for your sports activities

- 100€ / year to contribute to your vacation expenses

- 100€ / year to contribute to your Christmas expenses

- An excellent working atmosphere: an international environment, team events, offsite, superb offices in the 11th arrondissement.

- The pleasure and pride of using our own product on a daily basis (and testing out all the benefits on offer!)

Recruitment Process

- Intro Call (30min) - with Hector (Talent Acquisition Manager)

- Peer Discussion (30min) - with Malik (Client Ops) and one back-end engineer - Evaluate your ability to deep dive on technical subjects, your mastery of tools (Datadog, GraphQL, Metabase...), and your ability to ask the right questions in direct interface with the backend & ops team.

- Team Interview (1h)- with Gwen (Head of CSM) & Vijai (Engineering Manager) - Validate your ability to structure, make reliable and sustainably improve support flows, in conjunction with tech and customer teams.

- Manager Interview (45h) - with Farah (CTO) & Florian (COO) - Assess the operational leadership posture, your ability to anticipate, arbitrate, influence priorities, structure incident management, and navigate between tech and business issues.

- Final Chat (30min) - with Victoire (Head of People)

- References & Offer

We do our utmost to keep the process to around 20 days. You'll be coached all the way by Hector, so you can take advantage of our feedback culture right from the recruitment process.

If the outcome is positive, you'll have 5 days to give your answer. We'll be delighted to have you on board!

Ready to join Worklife ?