PbePackPro is the SaaS scale-up that has digitalized HACCP /b, and that today leads the market. Born in a kitchen, imagined by a restaurateur, our solution enables 20,000 food industry professionals across 40 countries to stay compliant without spending their entire day on it. +50M€ ARR, +40% growth in 2024, 300 employees spread across 4 offices in Europe: we are building something solid, and we are accelerating. /ppbr/ppbJOB DESCRIPTION AND MISSIONS /b /ppAs part of the transformation of its customer support and to accompany its growth, ePackPro is strengthening its N2 Support team. The goal: absorb the increasing ticket volume, improve resolution times and strengthen internal technical expertise. /ppYour role: You will take ownership of complex technical incidents escalated by N1 support and provide advanced assistance to customers. You will work on software, hardware and network issues, in close collaboration with the N3, product, deployment and Customer Success teams. /ppbr/ppbYour main missions: /b /pulliManage N2 incident tickets and reduce the backlog /liliDiagnose failures in ePackPro equipment: wall screens, tablets, pads (connectivity, cables, software interface) /liliTake remote control to resolve incidents live with customers /liliManage the addition and removal of modules on customer accounts /liliGuide customers step by step through the resolution of their issues /liliEscalate to N3 with a complete and structured file when necessary /liliDocument resolved incidents and feed the internal knowledge base /li /ulpbr/ppbPROFILE /b /ppbExperience background /b /pulli3 to 5 years of experience in expert technical support or equivalent /liliExperience in a SaaS environment, management software or connected solutions /liliExperience in managing complex technical incidents /liliExperience in B2B customer support /li /ulpbTechnical skills /b /pulliHardware and software incident diagnosis (network connectivity, tablet/screen interface, configuration) /liliApplication incident analysis and resolution /liliGood knowledge of network environments (LAN, WiFi, basic routing) /liliConfiguration and parameterization of software solutions /liliLog reading and root cause identification /liliProficiency in remote control tools (TeamViewer or equivalent) and ticketing tools (Salesforce, Jira, Genesys) /li /ulpbSoft skills /b /pulliTeaching ability: knowing how to explain a technical problem to a non-technical stakeholder /liliRigour and method in problem solving /liliTeam spirit: you will work in close collaboration with N1 and N3 teams /liliAutonomy and sense of priorities /li /ulpbLanguages /b /pullibFluent Spanish /b, spoken and written AND/OR bFluent Italian /b, spoken and written /lilibFluent English /b, spoken and written /li /ulpbBonus /b /pulliKnowledge of or interest in the restaurant / CHR sector /liliKnowledge of HACCP standards /liliExperience in hardware support (tablets, printers, sensors) /li /ul