عن الوظيفة
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.
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 simplyCustomer-facing experience in a technical support or pre-sales roleOrganised and autonomous — able to manage multiple trial users simultaneouslyFluent English (written & spoken); French is a plus
