Technical Support Engineer
Didomi
Full-time
Remote
France
Engineering
We are searching for a Technical Support Engineer (Level 2) with a strong background in JavaScript and web analytics to help our enterprise customers deploy and maintain server-side tracking solutions (sGTM).
You will troubleshoot advanced issues, jump on calls to unblock customers, and build reusable templates and documentation that make server-side tracking easy, reliable and scalable.
If you have 2+ years of hands-on experience in web measurement or MarTech, love digging into HTTP payloads, and can switch effortlessly between French and English while keeping clients calm and confident, we’d love to meet you.
Your key responsibilities are listed below.
Level-2 Support & Troubleshooting
- Own complex tickets escalated by L1 support
- Join live customer or partner calls to diagnose and fix issues in real time
- Provide clear written follow-ups, root-cause analyses and action plans
Implementation Guidance
- Advise customers on best practices for server-side tracking
Template & Tooling Development
- Build and maintain server-side GTM templates, client libraries and internal debugging extensions
- Automate repetitive support tasks
Documentation & Knowledge-Sharing
- Write and update public guides, FAQs and code samples
- Record short Loom videos or run webinars to transfer know-how to customers and teammates
Feedback Loop with Product & Engineering
- Aggregate customer pain points and feature requests
- Test pre-release features, report bugs, and verify fixes before push to prod
Profile
- You have a good technical grounding and hands-on experience in front and/or backend technologies
- You are comfortable using JavaScript to develop custom solutions for our customers
- You are comfortable using tools like Postman (REST API debugging), browser dev tools, and basic scripting to test and debug integrations
- You can vulgarize technical matters and adapt to your interlocutors
- You can get to the why and final use case behind customers’ requests to come up with solutions
- You are customer-focused and have experience turning their needs into effective technical solutions
- You have excellent English & French level both written and spoken
Nice to have
- Google Tag Manager knowledge or experience
- knowledge of the MarTech environment especially analytics or tracking
- Ability to teach your teammates or customers and share knowledge either through documentation or training
Recruitment process
- HR Screen to assess your motivations and understanding of the position
- Technical test to assess your technical skills and capabilities to find solutions and solve problems
- Interview with the hiring manager to assess hard and soft skills for the position
- Final interview with a founder to assess your capacity to handle large technical customers