Support Engineer (SaaS)

The Support Engineer (SaaS) is key to customer happiness at Botify. The Support Engineer is always there to take any request into account, provide timely and qualified solutions to requests, and provide follow-up while it is being solved. As a Support Engineer, you'll receive requests from customers and internal teams such as Sales, Customer Success, Customer Delivery, and Professional Services. Your goal is to answer them precisely to limit back-and-forth and expedite customer satisfaction. You will also contribute to internal projects to improve both processes and tooling., * Help the Client Experience (CX) team and the customer with technical issues related to Botify products, such as LogAnalyzer, RealKeywords, SiteCrawler, SpeedWorkers and PageWorkers.

• Investigate when data is not correctly provided to customers.
• Setup technical onboarding (involving scripting).
• Investigate technical feedback and issues from customers and escalate them to Engineering, keeping customers informed of the resolution.
• Proactively monitor customer workflows within the application.
• Ensure reports are generated as expected and fixed in the case of data-related incidents or customer-specific issues.
• Trigger & Supervise the release management with the Engineering teams.
• Articulate internal projects with strong impact and collaborate with Engineering teams.
• Act as Incident Commander in the context of large incidents.

Do you have experience in SaaS?, * 1+ year of Application Support experience within a SaaS environment

• You are a customer happiness-driven person, who is excited to work and solve technical challenges in an ambitious environment.
• You have a technical background (Linux, Python, web, JS, SQL); you enjoy being immersed in a technical environment (AWS, GCP, BQ, Django…); but you're not a full-day developer.
• You are a fast-learning problem solver, curious, and autonomous.
• You have a good track record of ticket run and methodology.
• Our Botify values resonate with you and you are aligned with them.
• French and English proficiency are mandatory.
• Knowledge of GitHub, Jira, and AI agents is a plus.

To keep our employees happy and motivated, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we'd like to highlight:

• Location: brand new offices in the center of Paris (7 rue de Madrid, straight out of Gare Saint-Lazare)
• Hybrid remote policy
• Attractive Remuneration Package with BSPCE (for Permanent full-time role - CDI)
• Fun office culture & regular outings such as Team Off-Sites, Annual Kick-Off, Quaterly Team Lunch, Thirsty Thursdays etc.
• Lunch vouchers, 50% of transportation reimbursement, fitness classes, generous CSE advantages etc.
• Compelling growth perspectives

Start date: as soon as possible

In addition to the skills and experience we are looking for, our ideal candidate would embody our core values:

Empower Customers. Unleash Potential.

Learn Fast. Progress Faster.

Go the Extra Mile. It's Never Crowded.

Work Hard. Stay Humble.

Be Bold. Be You.

At Botify, our Engineering team builds and scales the technologies that help the world's largest websites improve their visibility in Search Engines or AI search results. We tackle complex challenges-like crawling, rendering, and indexing websites with millions of pages-while analyzing and combining diverse datasets. Our goal is to make it easier for users to implement effective SEO strategies through powerful, reliable, and easy-to-use tools. Our platform analyses and delivers data at a rare scale. Every day, we process over 600,000 tasks, consuming more than 500 instances, and maintain a database with over 17 billion lines. We render 150 million web pages daily and serve 100 million pages to search engine bots, powered by a hybrid architecture combining cloud and bare-metal systems to balance performance with cost efficiency. We are actively developing agentic tools to streamline Botify usage and equip every user with advanced technical skills, enabling them to navigate tehnical tasks with ease. Our platform integrates multiple datasets from technical SEO, search engine crawls, user visits, and search engine rankings, providing automated recommendations, alerts, and optimizations such as pre-redening, content enhancement and linking improvements. In the Engineering Department, we foster a culture that empowers engineers with the freedom to innovate. This autonomy is balanced with a strong sense of responsibility and a commitment to excellence. Our team thrives on collaboration and cross-functional cooperation, promoting a consultative approach over traditional top-down management. This environment encourages open communication and collective problem-solving, driving our success and continuous improvement. If you're looking for a place where your work has strong impact, and where your voice matters, we'd love to discuss with you.