Product Support Engineer

Ekimetrics is a global leader in Marketing & Commercial effectiveness and AI-powered solutions. Since 2006, we’ve been helping businesses optimize marketing and operations by combining AI with business and tech expertise across 4 domains: Marketing & commercial effectiveness, Customer analytics, Operational excellence, ESG & sustainability.

With a full in-house team and offices in Paris, London, New York, Hong Kong, and Shanghai, we deliver tailor-made solutions that turn data into real positive impact, leveraging our unique combination of technology and services.

We excel at delivering AI impact at scale. Our mission is to harness this power to tackle the world’s most urgent issues. We commit to responsibility and frugality in AI, systematic AI impact at scale, and loyalty to our values and DNA.

Your responsibilities

As a Product Support Engineer at Ekimetrics, you will play a pivotal role in supporting and strengthening our technical ecosystem across core applications and the “as-code” solutions that are especially central to our US operations. This role combines Support & Platform Engineering, giving you deep exposure to production environments while collaborating directly with global engineering teams.

Support Engineering

• Provide L1/L2 support for core applications and as‑code components used within the US region.

• Diagnose issues across the full technical stack, frontend, backend, data, cloud infrastructure, and monitoring layers.

• Interact with internal users to understand issues, reproduce scenarios, and drive toward resolution.

• Access and operate within US client production environments while following strict security, compliance, and operational protocols.

• Use the full tech stack (e.g., Kubernetes, Node.js, MongoDB, Angular, RabbitMQ) to identify root causes and escalate to the appropriate engineering teams when necessary.

• Maintain and improve support processes and documentation, building on best practices established globally.

Platform Engineering

• Partner with Platform Engineering teams to enhance system reliability, scalability, observability, and resource efficiency.

• Troubleshot platform level issues such as pod behavior, resource limits, memory configuration, and deployment workflows.

• Contribute to reducing recurring incidents through proactive improvements in tooling, automation, and platform behavior.

• Collaborate with global engineering teams to ensure alignment across regions.

Cross-Functional Collaboration

• Serve as a key technical partner to US delivery teams, helping triage issues and ensuring smooth operations.

• Coordinate with global teams in France and other regions to share learnings, escalate product-level bugs, and contribute to continuous improvement across the engineering organization.

• Work closely with platform and cloud engineering to ensure high performance and resilience across production environments.

Your profile

• Bachelor’s or Master’s degree in Computer science, Engineering, Information Systems, or equivalent practical experience.

• 3 – 5 years of product support and cloud experience.

• Familiarity with software engineering, cloud & platform engineering (Kubernetes, Redis, Helm charts, ArgoCD), and tracking tools (Jira & Jira Service Management, Compass, New Relic).

• Demonstrated ability to investigate platform behavior, troubleshoot across the stack, and identify root causes in production environments.

• Skilled in diagnosing complex technical issues, even without coding.

• Leverages strong organizational and incident-management capabilities to prioritize, track, and resolve problems.

• Experienced in collaborating effectively with globally distributed teams to drive issue resolution.

• Strong communicator able to translate technical concepts into clear, actionable guidance for internal stakeholders, maintaining a customer-satisfaction mindset even without direct client interaction.

• French language fluency a bonus but not necessary.

Why join us?

At Ekimetrics, we believe your ideas truly matter. Here, your ideas are yours to build and bring to life. We embrace an entrepreneurial spirit, encouraging you to push boundaries to achieve meaningful impact. But it’s not just about individual success—we thrive on collaboration and enriching one another.

Together, we’re constantly learning and growing, whether through personalized career paths and training, challenging projects, mentorship, or simply through the diverse perspectives we bring to the table.

And perhaps more importantly, we believe in enjoying what we do. Ekimetrics is a stimulating and safe environment where you can thrive as your authentic self.

In 2023, Ekimetrics obtained the “mission-driven company” status, reflecting our strong commitment to CSR.

Our purpose: Accelerate organizations’ transformation towards sustainability, through the application of data science and artificial intelligence.

We were also certified Great Place to Work© in France, the United Kingdom, and the United States in 2023, and our Hong Kong office received the Best Companies to Work for in Asia 2023© award.

Ekimetrics is part of the French Tech 120 ranking. We have been selected by La French Tech to join the prestigious group of the top 120 French scale-ups, recognized for their potential to become international leaders.

As an employer, Ekimetrics offers equal employment opportunities to all, regardless of gender, ethnicity, religion, sexual orientation, social status, disability, or age. Ekimetrics strives to develop an inclusive work environment that reflects diversity within its teams.

Please note that we do not offer visa sponsorship or transfer for this position.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools only assist our recruitment team but do not replace human judgement. Final hiring decisions are always ultimately made by humans. If you would like more information about how your data is processed, please contact us.