Support Engineer (F/M/N)

At Combo, we help managers and their teams save time every day with an all-in-one HR platform covering scheduling, payroll, employee management, and communication. Our Tech & Product team brings together 40+ talented people, organized in feature squads and enabling teams with a strong Product-driven mindset, a real sense of collaboration, and the desire to build something simple, reliable, and impactful. Within this ecosystem, the Tooling & Infrastructure (TAI) team plays a key role: reliability, observability, developer experience, and technical support — all the foundations that keep Combo running smoothly. We’re now looking for our next Support Engineer to strengthen the bridge between Support, Product, and Tech. 🎯 Your Role As a Support Engineer, you’ll be the link between our customer-facing teams and our technical squads. You’ll investigate, reproduce, and help resolve complex issues while continuously improving our processes, tools, and automation. You’ll work closely with: Julien, Senior Support Engineer (your day-to-day partner) Ceydric, Senior Engineering Manager (your manager) 🕚 About 70% of your time will be dedicated to incident management & operations ⚒️ And 30% to process, tooling, and continuous improvement You’ll cover both Combo and Combo Pay, across modules such as Scheduling, Payroll & Modulation, Employee Management, Integrations, and Admin Tools. 🚀 What You’ll Do Deep dive into Combo & Combo Pay and become a go-to expert for technical issues Investigate, reproduce, and qualify anomalies to ensure fast, accurate resolutions Work closely with CSMs, PMs, and Developers for smooth incident tracking and communication Analyze recurring incidents to spot trends and feed insights back to Product & Tech Build and maintain dashboards, KPIs, and reports to track performance and quality Propose and implement improvements in support processes and internal tooling Ensure clear ownership and visibility throughout the support lifecycle Bring new ideas to strengthen reliability, monitoring, and efficiency across the stack 💥 Your Impact Faster, better-managed incidents for happier teams and users Customer-facing teams equipped with clear, confident answers Product teams with actionable insights to prioritize improvements A more reliable and resilient platform — one of Combo’s top engineering priorities ⚙️ Our Stack & Tools You’ll work with — and help evolve — a modern toolset for investigation, monitoring, and automation: Jira – Service Desk Management, filters, automation, integrations SQL / Metabase – queries and data insights Google Sheets – KPIs, formulas, and reports Grafana – monitoring and observability Postman / APIs – debugging and reproducing use cases Browser extensions – small custom tools for a smoother CSM experience 🙌 Your Profile 2 to 4 years of experience in Technical Support or a similar role in a SaaS environment Strong analytical mindset and a love for investigation Excellent communicator, able to bridge technical and non-technical worlds Curious, autonomous, and organized — you like solving puzzles and keeping things tidy Fluent in French & English, written and spoken Experience with at least one ticketing tool (Jira, Intercom, Zendesk…) Some scripting or debugging knowledge is a plus Experience with AI / LLM tools would be a nice bonus 🎬 Hiring Process Intro Call – chat about your background and Combo with Thomas, our Talent Acquisition Manager (30min) Management Fit Interview – with Ceydric (45min–1h) Technical Session (90min) Support case (40min) with Julien Product chat (20min) with a CSM & PM Culture Fit – lunch at the office (on us! )