{"id":1903720,"url":"https://alion.io/job/carcutter-technical-support-specialist-level-2","title":"Technical Support Specialist, Level 2","company":{"id":2349924,"name":"CarCutter","domain":"carcutter.com","url":"https://alion.io/company/carcutter","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Paris, France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":null,"max":54000,"currency":"EUR","period":"year","gross":null,"usd_annual":60789},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-05T09:39:33Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T15:24:03Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Company\nCarCutter, the industry's #1 AI-powered vehicle merchandising solution, is looking for a Sales Manager, Performance & Operations to lead our US sales organization.\nThe 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.\nThis 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.\nCarCutter\nAbout the role\nWe are looking for a Technical Support Specialist, Level 2 to support our strategic customers in the US market.\nThis 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.\nThis 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.\nYou 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.\nKey responsibilities\nCustomer support and issue ownership\nAct as the main Level 2 technical support contact for strategic US customers.\nInvestigate and troubleshoot complex technical issues that cannot be resolved by Level 1 Support.\nDevelop a clear understanding of the customer’s environment, business impact, and expected outcome.\nCommunicate directly with customers by email, phone, and video calls when needed.\nProvide clear, professional, and timely updates throughout the investigation and resolution process.\nTake ownership of issues until the customer has received a suitable resolution or a clear action plan.\nExplain technical topics in a simple and customer-friendly way.\nTechnical investigation, resolution and continuous improvement\nReproduce, analyze, and document technical issues, identify root causes, and distinguish between product, configuration, integration, and third-party problems.\nCoordinate with customers, DMS and website providers, Product, Engineering, and other partners to implement, validate, and communicate fixes, workarounds, or escalations.\nMaintain 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.\nCross-functional collaboration\nYou will work closely with:\nLevel 1 Support, to provide guidance, improve escalations, and share technical knowledge.\nCustomer Success and CSMs, to understand customer priorities and manage expectations.\nProduct and Engineering, to investigate bugs, prioritize issues, and coordinate fixes.\nExternal technical partners, including DMS and website providers.\nCustomers’ technical and operational teams, to coordinate investigations and deployments.\nWhat we are looking for\nRequired experience\nPrevious experience in technical support, application support, implementation support, or a similar role in a SaaS company.\nExperience supporting customers in the US market.\nStrong troubleshooting and problem-solving skills, with the ability to investigate issues methodically.\nExperience managing technical issues from initial diagnosis through resolution.\nExcellent written and verbal communication skills in American English.\nAbility to explain complex technical subjects clearly to both technical and non-technical audiences.\nExperience working with international teams across different time zones.\nAbility to communicate directly with external technical providers and coordinate actions across multiple stakeholders.\nStrong sense of ownership, organization, and follow-through.\nNice to have\nExperience with Zendesk, HubSpot, or similar support and CRM platforms.\nExperience working with DMS platforms, automotive websites, dealership technology, or automotive software.\nExperience with APIs, web integrations, data flows, browser debugging, logs, or basic SQL.\nPrevious experience working with US-based automotive customers or dealership groups.\nFamiliarity with support processes, incident management, and customer-facing technical documentation.\nWorking conditions\nBased in our Paris office.\nWorking hours aligned with the US East Coast: 12:00 PM to 8:00 PM Paris time.\n35-hour contract.\n\nOne work-from-home day per week.\nRegular collaboration with international teams.\nCustomer-facing role with occasional flexibility required for priority incidents or customer needs.\nUp to 54k€.\n\nWhy join us?\nThis 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.\nYou 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.","description_format":"text","description_chars":5625,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"France","iso":"FR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Commerce","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-05T12:06:49Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.832,"p_room":1,"age_days":6,"expected_fill_days":20,"reasons":["conf:4","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":{"stated_usd_annual":60789,"is_top_pay":false},"html_url":"https://alion.io/job/carcutter-technical-support-specialist-level-2","json_url":"https://alion.io/job/carcutter-technical-support-specialist-level-2.json","meta":{"generated_at":"2026-10-13T00:38:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1075,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2349924},"rest":"https://alion.io/mcp/rest/get_company?id=2349924"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcarcutter-technical-support-specialist-level-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcarcutter-technical-support-specialist-level-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcarcutter-technical-support-specialist-level-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/carcutter-technical-support-specialist-level-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcarcutter-technical-support-specialist-level-2"}]}