At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for our European customers.
- Company: Join Ketch, a pioneering tech company redefining responsible data use in the AI era.
- Benefits: Competitive salary, flexible working hours, and a vibrant startup culture.
- Other info: Dynamic startup environment with opportunities for growth and learning.
- Why this job: Be the go-to tech expert and make a real impact on customer success.
- Qualifications: 4+ years in technical support, fluent in French and English, with strong coding skills.
The predicted salary is between 40000 - 50000 € per year.
About Ketch
Ketch is redefining responsible data use for the AI era. The Ketch Data Permissioning Platform is the new layer of business technology that helps brands collect, control, and activate permissioned, privacy-safe data across every device, system, and third-party app. Brands around the world use Ketch to simplify privacy and consent operations, increase revenue from advertising, data, and AI initiatives, and build trust with customers and partners.
About the Role
We are hiring a UK-based, French-speaking Technical Support Engineer to provide high-quality technical support to Ketch customers and partner closely with our Professional Services team on technical conversations, solutions, and troubleshooting during implementations. This role balances reactive support work with proactive engagement -- joining the services team in technical conversations and working directly with customers on technical solutions and troubleshooting. This is a hands-on technical role. You will work directly with customer engineering teams, developers, and IT stakeholders to resolve complex technical issues across Ketch's platform. You will also support our PS team during customer implementations as the technical expert in the room. This role reports to the Head of Customer Experience and partners closely with our US support, services, and engineering teams.
What You'll Do
- Serve as the primary technical support resource for European customers, owning ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration.
- Partner with the Professional Services team on customer implementations -- joining technical scoping calls, troubleshooting integration issues, and providing technical solutions to complex customer environments.
- Work directly with customer developers, IT teams, and data engineers to diagnose and resolve issues.
- Use tools like Postman to troubleshoot API calls, inspect requests/responses, and identify root cause.
- Investigate and resolve issues across JavaScript, HTML, CSS, and front-end behaviour.
- Document fixes, known issues, and reusable solutions for the broader support and services teams.
- Provide hand-off and continuity coverage to the US and India support teams.
- Escalate to engineering when appropriate, while owning customer communication and resolution timelines.
What We're Looking For
- 4+ years in a technical support, solutions, or implementation role at a B2B SaaS company (pure software -- not hardware, networking, or systems integration).
- Strong working knowledge of JavaScript, HTML, CSS, and APIs.
- Comfortable using Postman or similar tools to troubleshoot API behaviour.
- Experience administering or supporting SaaS platforms like Zendesk, Salesforce, or comparable.
- Genuine technical curiosity -- self-directed learner who digs into product, reads docs, and builds working knowledge of complex systems.
- Fluent in French (professional, customer-facing level) and English.
- UK-based with the right to work in the UK.
- Flexibility to overlap with US business hours regularly, including evenings.
- Comfortable working independently in a startup environment with limited playbooks.
Nice to Have
- Experience at a US-headquartered SaaS company.
- Exposure to privacy, consent, AdTech, MarTech, or data governance domains.
- Experience supporting customers through technical implementations end-to-end.
- Background in early-stage or startup.
Technical Support Engineer (French-speaking) employer: Ketch
Ketch is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. As a Technical Support Engineer based in the UK, you will enjoy opportunities for professional growth while working with cutting-edge technology in the AI space. With a commitment to employee development and a focus on building a diverse workforce, Ketch offers a rewarding environment for those looking to make a meaningful impact in the realm of responsible data use.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer (French-speaking)
✨Tip Number 1
Get your networking game on! Connect with folks in the industry, especially those at Ketch. LinkedIn is a great place to start. A friendly message can go a long way in getting noticed.
✨Tip Number 2
Prepare for the interview like it’s a big exam. Research Ketch, understand their products, and be ready to discuss how your skills fit into their mission. Show them you’re not just another candidate!
✨Tip Number 3
Practice your technical skills! Brush up on JavaScript, HTML, and APIs. Use tools like Postman to troubleshoot and demonstrate your problem-solving abilities during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Ketch team.
We think you need these skills to ace Technical Support Engineer (French-speaking)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Technical Support Engineer. Highlight your experience with JavaScript, HTML, CSS, and APIs, and don’t forget to mention your French language skills!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled complex technical issues in the past. We love seeing candidates who can demonstrate their technical curiosity and hands-on experience.
Be Clear and Concise:When writing your cover letter or any application materials, keep it straightforward. We appreciate clarity, so make sure you communicate your points effectively without unnecessary fluff.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Ketch
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of JavaScript, HTML, CSS, and APIs. Be ready to discuss how you've used these technologies in past roles, especially in troubleshooting and resolving issues. The more familiar you are with the tech stack, the more confident you'll feel during technical discussions.
✨Practice Your Problem-Solving Skills
Prepare for the interview by going through common technical support scenarios. Use tools like Postman to simulate API calls and troubleshoot potential issues. Being able to walk through your thought process on how you would approach a problem will impress the interviewers.
✨Show Off Your Communication Skills
As a Technical Support Engineer, you'll need to communicate effectively with both technical and non-technical stakeholders. Practice explaining complex concepts in simple terms. This will demonstrate your ability to bridge the gap between technical teams and customers, which is crucial for this role.
✨Be Ready for Cultural Fit Questions
Ketch values a culture of belonging and collaboration. Be prepared to discuss how you work in a team, especially in a startup environment. Share examples of how you've adapted to change and contributed to a positive team dynamic, as this will show you're a great fit for their company culture.
