Last year, online marketplaces grew at more than twice the rate of digital commerce overall. Why? Because online marketplaces offer customers a better experience, and a deeper and wider assortment by bringing together third-party sellers through a single site.

Mirakl’s mission is simple. We help our clients seize this opportunity by providing the unrivaled expertise, technology, and partner ecosystem that B2B and B2C organizations need to launch and grow their own online marketplaces. Mirakl’s latest $300M fundraising values Mirakl at $1.5B, and places it among the most dynamic players in eCommerce, globally. With this funding, Mirakl will hire 1,000 passionate new Mirakl workers over the next 3 years.

As Mirakl continues to grow, we’re committed to staying true to our core values: get things done, go above & beyond, succeed through expertise, work hard together, and satisfy & empower clients.

Mirakl is:

• The industry’s first and most advanced enterprise marketplace SaaS platform, at the heart of digital transformation, for the world's most forward-thinking organizations
• A hypergrowth company with a global presence, and 500+ employees in 12 countries with offices in Paris, Boston, London, Munich, Barcelona, Stockholm, Bordeaux, Sydney and São Paulo
• Enabling over 300 of the world’s leading companies including ABB, Astore by AccorHotels, Best Buy Canada, Carrefour, Catch Group, Changi Airport, Darty, The Kroger Co., Leroy Merlin, Maisons Du Monde, Metro, and Toyota Material Handling with the speed, scale and agility to win in the changing eCommerce landscape.

About the team:

The Mirakl support team is composed of 6 members and provides international support for all of Mirakl’s clients. The team is in charge of analyzing, prioritizing every demand via our ticketing tool and strives to respect our SLA (Service Level Agreement). They assist our clients in their use and configuration of the Mirakl platform. With a rich work environment composed of monitoring tools, documentation, test environments and access to technical logs, they are able to provide L1/L2 support. The support team also interacts daily with developers, product managers and customer success teams to constantly improve our product.

You will:

• Analyze, qualify and prioritize our clients’ requests, questions or issues
• Execute SQL requests and analyze logs to understand thoroughly the issues
• Establish a reporting of your activity to ensure continuous improvement of our processes
• Participate in functional testing phases
• Communicate with other Mirakl teams such as product management, customer success, development or SRE teams
• Finally, thanks to your interpersonal skills, pedagogy and capacity to suggest appropriate solutions, you inspire confidence in clients and build trust.

Based in Boston, you will be dedicated to our north and south American clients. You will report to the Global Manager Customer Support based in Paris and you will work in close collaboration with the Director for Solution Consulting in AMER.

Our stack:

Zendesk, Jira, Postman, Datagrip, Logzio, Datadog

Requirements

Requirements:

• 5-7 years experience in technical support role
• Genuine interest for SaaS
• Technical skills (SQL knowledge, API calls, SSH ...)
• Team spirit
• Autonomous, able to adapt and learn, rigorous and analytical
• Committed to continuous improvement and innovation
• Fluency in Spanish or Portuguese is a bonus but not required!