Customer Experience Engineer (France)

About the role

Pelico is a fast‑growing industrial orchestration platform helping factories turn real‑time data into actionable insights. As a Customer Experience Engineer you will be the primary point of contact for French‑speaking accounts, ensuring smooth onboarding, proactive issue resolution and long‑term satisfaction.

Key responsibilities

• Own assigned customer accounts, manage relationships and drive adoption of Pelico’s tools through training, LMS modules and PeliBot assistance.
• Handle daily support tickets, troubleshoot technical problems using SQL queries, and document resolutions in both English and French.
• Monitor platform health, detect anomalies, and collaborate on monthly release deployments with QA, Product and Infrastructure teams.
• Escalate critical incidents via virtual war‑rooms, Slack and Linear, ensuring timely hot‑fixes and clear communication to clients.
• Maintain standardized workflows, flag operational bottlenecks and contribute to cross‑functional improvements based on customer feedback.

Required profile

• Minimum 4 years of experience in customer experience, operations or technical support, preferably in a software environment.
• Engineering background or equivalent experience in supply‑chain or related fields.
• Fluent in English and French, both written and spoken.
• Proven ability to analyse customer data, identify trends and drive data‑based decisions.

Required skills

• SQL for technical troubleshooting.
• CRM platforms such as HubSpot, Salesforce or Zendesk.
• Data analysis and reporting.
• Bilingual communication (English & French).
• Experience with ticketing and knowledge‑base tools.