Technical Support Specialist, Level 2

Company

CarCutter, the industry's #1 AI-powered vehicle merchandising solution, is looking for a Sales Manager, Performance & Operations to lead our US sales organization.

The US is CarCutter's largest market and a critical growth driver. We are looking for a leader who can bring greater structure, visibility, accountability and operating discipline to a team of experienced Account Executives.

This is not a traditional sales management role built around being the team's best closer. We are looking for someone who combines strong people management with a highly analytical, operational mindset and who uses data to drive consistent sales performance.

About the role

We are looking for a Technical Support Specialist, Level 2 to support our strategic customers in the US market.

This is a hands-on, customer-facing role for someone who enjoys solving complex technical problems, coordinating across teams, and taking ownership from the initial report through to resolution. You will work closely with customers, Level 1 Support, Customer Success, Product, Engineering, and external technical partners.

This role is not about simply closing tickets. We are looking for a proactive problem solver who takes responsibility for the full support journey and ensures that customers feel supported, informed, and confident in the solution provided.

You are a curious and pragmatic problem solver who investigates root causes rather than symptoms. You take ownership of ambiguous situations, involve the right people without losing accountability, and keep customers informed throughout the process. You are collaborative, organized, and comfortable balancing customer impact, technical accuracy, and urgency across international teams.

Key responsibilities

Customer support and issue ownership

• Act as the main Level 2 technical support contact for strategic US customers.

• Investigate and troubleshoot complex technical issues that cannot be resolved by Level 1 Support.

• Develop a clear understanding of the customer’s environment, business impact, and expected outcome.

• Communicate directly with customers by email, phone, and video calls when needed.

• Provide clear, professional, and timely updates throughout the investigation and resolution process.

• Take ownership of issues until the customer has received a suitable resolution or a clear action plan.

• Explain technical topics in a simple and customer-friendly way.

Technical investigation, resolution and continuous improvement

• Reproduce, analyze, and document technical issues, identify root causes, and distinguish between product, configuration, integration, and third-party problems.

• Coordinate with customers, DMS and website providers, Product, Engineering, and other partners to implement, validate, and communicate fixes, workarounds, or escalations.

• Maintain accurate documentation, identify recurring issues, contribute to knowledge bases and support processes, and share insights to improve collaboration between Level 1 and Level 2 Support.

Cross-functional collaboration

You will work closely with:

• Level 1 Support, to provide guidance, improve escalations, and share technical knowledge.

• Customer Success and CSMs, to understand customer priorities and manage expectations.

• Product and Engineering, to investigate bugs, prioritize issues, and coordinate fixes.

• External technical partners, including DMS and website providers.

• Customers’ technical and operational teams, to coordinate investigations and deployments.

What we are looking for

Required experience

• Previous experience in technical support, application support, implementation support, or a similar role in a SaaS company.

• Experience supporting customers in the US market.

• Strong troubleshooting and problem-solving skills, with the ability to investigate issues methodically.

• Experience managing technical issues from initial diagnosis through resolution.

• Excellent written and verbal communication skills in American English.

• Ability to explain complex technical subjects clearly to both technical and non-technical audiences.

• Experience working with international teams across different time zones.

• Ability to communicate directly with external technical providers and coordinate actions across multiple stakeholders.

• Strong sense of ownership, organization, and follow-through.

Nice to have

• Experience with Zendesk, HubSpot, or similar support and CRM platforms.

• Experience working with DMS platforms, automotive websites, dealership technology, or automotive software.

• Experience with APIs, web integrations, data flows, browser debugging, logs, or basic SQL.

• Previous experience working with US-based automotive customers or dealership groups.

• Familiarity with support processes, incident management, and customer-facing technical documentation.

Working conditions

• Based in our Paris office.

• Working hours aligned with the US East Coast: 12:00 PM to 8:00 PM Paris time.

• 35-hour contract.

• One work-from-home day per week.

• Regular collaboration with international teams.

• Customer-facing role with occasional flexibility required for priority incidents or customer needs.

• Up to 54k€.

Why join us?

This is an opportunity to play a key role in building and structuring our Level 2 technical support function for the US market. You will have a direct impact on customer satisfaction, operational efficiency, and the quality of collaboration between Support, Customer Success, Product, and Engineering.

You will join a role with a broad scope, significant ownership, and the opportunity to help define the processes, tools, and standards of a growing international support organization.