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 

1. Intro Call – chat about your background and Combo with Thomas, our Talent Acquisition Manager (30min)
2. Management Fit Interview – with (45min–1h)
3. Technical Session (90min)
   • Support case (40min) with Julien
   • Product chat (20min) with a CSM & PM
4. Culture Fit – lunch at the office (on us! )