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Job Description
As PreSales Support Engineer, you are the technical guide for users who are evaluating the company. You combine a customer-success mindset with hands-on platform knowledge to turn curious newcomers into confident, paying customers. You own the trial experience end-to-end: proactive outreach, real-time support, and structured follow-up.
Job Requirements
- Proactive trial monitoring — Track trial users’ activity and progress; reach out proactively when users are stuck or disengaged before they churn silently.
- Intercom inbox ownership — Handle inbound questions via Intercom in a timely, thorough manner. Triage, prioritize, and escalate complex issues to engineering when needed.
- Hands-on technical guidance — Help trial users set up their first mappings, channels, and integrations. Reproduce issues, validate configurations, and share working examples.
- Conversion & handoff — Identify high-potential trial users and collaborate with the sales team to facilitate a smooth transition from trial to paid subscription.
- Knowledge base contribution — Turn recurring questions into reusable documentation, tutorials, and how-to articles that reduce friction for future trial users.
- Reporting & feedback loop — Track trial KPIs (activation rate, time-to-value, conversion). Surface product friction points to the Product team to drive platform improvements.
Required Skills:
- Experience with B2B integration formats (EDI, XML, JSON, CSV)
- Comfort with common protocols (REST, SFTP, AS2…)
- Strong written communication — able to explain complex things simply
- Customer-facing experience in a technical support or pre-sales role
- Organised and autonomous — able to manage multiple trial users simultaneously
- Fluent English (written & spoken); French is a plus
