Technical Support Agent

Founded in Lyon, FR in 2015, DataGalaxy is the international pioneer of the modern data catalog. Our data management platform is dedicated to providing user-friendly metadata mapping, management, and knowledge sharing to support organizational data governance and literacy.

DataGalaxy’s Data Knowledge Catalog helps business users accelerate processes, reduce costs, and ensure regulatory compliance by providing an all-in-one data management and data governance platform. Our Data Catalog includes API to ease pre-existing data integration, AI services to automate data classification, and data lineage tracking to visualize data’s entire lifecycle journey.

Our mission: To remain at the forefront of revolutionizing the modern business data catalog by empowering data professionals and business users through increasing data knowledge and providing an all-inclusive understanding of how businesses run on data. We’re passionate about helping organizations facilitate rich collaboration, manage data as an asset, and derive powerful, data-driven decision-making.

Our values: Be intentional: Be clear. Be bold. Be humble.

Are you interested in joining an organization that values teamwork, ambition, and individuality? Each DataGalaxian brings unique knowledge, skills, and points of view that help us create a truly well-rounded crew! We encourage unique ideas, inventive thinking, and independent perspectives so that we can achieve out-of-this-world results together!

Who we’re looking for: We’re hiring someone who is:

💫 Ready to join a growing team

💫 Passionate about data

💫 Up-to-date with the latest industry news and developments

💫 Organized, autonomous, and a team player!

As a Level 1 Technical Support Agent, you will be the first point of contact for our clients, providing essential support for DataGalaxy platform. Your role is critical in maintaining high customer satisfaction and ensuring our clients can fully leverage our software to achieve their business goals.

🦸‍♀️ Mission 

• Assume ownership of your client backlog, efficiently managing and prioritizing tasks to guarantee client satisfaction and timely resolution of issues 

• Provide technical assistance and level 1 support to French and international customers (in French and English)
• Diagnose technical problems encountered by customers (reproduce bugs, analyze application logs)
• Report and follow-up on bugs and incidents with internal teams
• Participate in the development of DataGalaxy Support initiatives:

• Help update the knowledge base
• Participate in the development of internal procedures
• Create response templates for customers
• Educate clients on platform features, best practices, and new updates

🌟Profile

• Experience in multi-channel technical support at a SaaS B2B company (2+ years of related experience)
• Knowledge of Jira, Freshdesk or similar software
• Familiarity with API REST
• Proficiency in preliminary research and investigation of application logs (Java/Javascript)
• Optional:  notion of relational and non-relational databases, ETL tools, BI and DataViz tools)
• Notion of Docker and Kubernetes
• Excellent writing and editing skills 
• “Customer Success” mindset
• Relational, communication and critical thinking skills
• Fluency in English

🚀What can you expect:

• Offices in the heart of Lyon and Paris, 10-15 minutes from the train stations
• Flexible working hours ("forfait jour")
• A real opportunity to join a French start-up that is a pioneer in its market 🚀
• A chance to create your own career path with autonomy in multiple projects
• An attractive remuneration according to your performance and your potential
• Remote work at will & 2.50€ net / day🔥
• Health insurance Apicil
• Meal vouchers (Swile card of 9€/day)
• Public transport 50% reimbursement
• Daily coffee and snacks
• Quarterly team events and seminars