CarCutter
CarCutter
51 – 200 Employees
AutomotiveMarketingSaaS
CarCutter develops AI-powered imaging and merchandising software for automotive dealerships, dealership groups, and vehicle marketplaces. Its platform helps teams capture and prepare vehicle photography through mobile guidance, automated background replacement, image enhancement, 360° spins, interactive hotspots, and virtual showrooms. Centralized tools in CarCutter Hub support consistent visual standards, analytics, workflow automation, and publishing across multiple rooftops, with integrations into inventory, dealer management, and marketplace systems. The company’s hiring context spans automotive technology, SaaS, and marketing as it builds software that helps vehicle sellers bring listings to market more efficiently and present inventory more consistently.

Level 2 Technical Support Specialist - Paris Hybrid

Own Level 2 technical support for CarCutter’s strategic US automotive customers. Diagnose SaaS issues, guide customers through resolutions, and coordinate fixes with Product, Engineering, and external technology partners.

Description

  • Serve as the primary Level 2 technical support contact for strategic US customers
  • Investigate and resolve complex technical problems escalated from Level 1 Support
  • Assess each customer’s environment, business impact, and desired outcome
  • Support customers through email, phone, and video conversations
  • Keep customers informed with clear, timely investigation updates
  • Take ownership of issues through resolution or an actionable next-step plan
  • Translate technical concepts into clear, accessible customer guidance
  • Reproduce, investigate, and record technical problems in detail
  • Determine root causes across product, configuration, integration, and third-party issues
  • Coordinate fixes, workarounds, and escalations with customers, DMS and website providers, Product, Engineering, and other partners
  • Keep support documentation current, track recurring problems, and improve knowledge bases and processes
  • Transfer technical expertise and troubleshooting knowledge to Level 1 Support
  • Partner with Customer Success and CSMs to align priorities and set expectations
  • Work with Product and Engineering to investigate bugs, prioritize issues, and organize fixes
  • Coordinate investigations and deployments with customers’ technical and operational teams

Requirements

  • Prior experience in technical support, application support, implementation support, or a comparable SaaS role
  • Background supporting customers in the US market
  • Strong troubleshooting and analytical problem-solving abilities
  • Experience taking technical issues from initial diagnosis through resolution
  • Excellent written and spoken American English communication skills
  • Ability to make complex technical subjects understandable to technical and non-technical audiences
  • Experience collaborating with international teams across time zones
  • Ability to work directly with external technical providers and coordinate multiple stakeholders
  • Strong ownership, organization, and follow-through
  • Experience with Zendesk, HubSpot, or comparable support and CRM tools is a plus
  • Experience with DMS platforms, automotive websites, dealership technology, or automotive software is a plus
  • Familiarity with APIs, web integrations, data flows, browser debugging, logs, or basic SQL is a plus
  • Previous experience supporting US-based automotive customers or dealership groups is a plus
  • Familiarity with support operations, incident management, and customer-facing technical documentation is a plus
  • Based in the Paris office
  • Available to work from 12:00 PM to 8:00 PM Paris time
  • Able to work occasional flexible hours for priority incidents or customer needs

Benefits

  • One remote-working day each week
  • 35-hour employment contract
  • Chance to help build and structure the Level 2 technical support function
  • Wide-ranging responsibilities with substantial ownership
  • Opportunity to shape processes, tools, and standards for a growing international support organization

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