Customer Support Engineer (Krakow or Lyon) @ LumApps v Česko

Odpovědnosti

1. Respond to customer requests accurately and diligently via email or ticket.
2. Organize and conduct remote sessions to diagnose and identify product defects.
3. Identify customer needs and help customers understand/use the platform's features. Be able to test, locate a problem, and reproduce a multitude of product features.
4. Prioritize and manage multiple requests in parallel.
5. Escalate requests that cannot be handled by support to the right teams.
6. Follow up with Premium Support customers as a privileged point of contact.

O pozici / o projektu

LumApps is now more than just an Employee Experience Platform — it is an AI-powered Employee Hub that supports companies in their digital transformation of communication, collaboration, and engagement with their customers, partners, and above all their employees.

Our platform is a proven leader in this dynamic market with a truly unique vision and product. It has been deployed by Fortune 500 clients around the world and is delivering meaningful business benefits. LumApps is identified as a leader in Gartner's Magic Quadrant for Intranet Packaged Solutions as well as in Intranets Forrester Wave, and regularly selected for the French Tech Next40/120 program.

• In 2025, LumApps strengthened its leadership position by partnering with Beekeeper , a pioneer in frontline employee experience solutions. This strategic collaboration expands our reach and impact across all types of workers — from HQ to the frontline.

Our mission: To make people feel that they belong and have a purpose.

To create an environment where all employees are engaged and work together towards the same goal. Over 700 leading companies trust our solution to:

• Improve the productivity of their teams with our AI-powered Collaborative Experience Platform integrated with both Google and Microsoft collaborative suites,
• Transform employees into real ambassadors of their company,
• Make employees more efficient and better connected to their peers and relevant information, regardless of their location, with the tools and information they need at their fingertips,
• Help companies reduce turnover, accelerate employee onboarding, better collaborate and share knowledge, and even improve their customer experiences.

With a team of over 600 Lumies spread across 11 offices (Lyon, Paris, Lille, Sophia Antipolis, London, Barcelona, Hamburg, Austin, Tokyo, Zurich, Krakow), we support large enterprises all around the world. Over the past year, we have been driving an ambitious phase in our journey under the impulse of our new shareholder Bridgepoint, aimed at propelling us to become the clear leader in our market and shine worldwide in our industry. We are looking for individuals who are excited to actively participate in this transformation.

If these core values sound like you: "be bold, do amazing things" , "say what you mean, do what you say" , "one team, same mission" , "always be evolving" : apply now!

*Team*

The support team consists of Lumies spread between the main offices in Tassin-la-Demi-Lune (Lyon), Austin, Tokyo and Krakow. "Responsiveness", "Kindness", and "Mutual aid" are three traits that characterize the team.

If you are in Poland:

• Phone & Home Internet costs reimbursement up to 80 PLN/month

️ Private health care package with Luxmed – covered for you and partially for your partner / family

• ‍♀️ Cafeteria benefits – monthly budget to cover sport cards or other purchases
• Creative Allowance – paid as 1000 PLN gross/month
• Home office set-up reimbursement up to 1000 PLN
• Personal Learning & Development Budget of 1500 USD/year
• 26 days of annual leave/year and 2 Mental Health days off per year

Benefits listed above are part of the compensation package for contract of employment.

Detail pracovní nabídky

• Online nábor
• Ihned
• Práce na dálku po dobu 3 dnů v týdnu