Technical Support Engineer

📍  Location:

• Paris - Hybrid (on-site & remote)

• Europe (outside of Paris) - Remote

💪 Your mission: **make every customer successful on Prismic agentic web platform, whether they work by hand or through an AI agent while you yourself is augmented by AI systems.

📅 Contract: Full-time, permanent

🌐 Language: Fluent English

💶 Compensation: 40k - 50k

Hi, we're Prismic 👋 and we're designing the future of the web.

The world is heading towards agents and autonomous systems, at Prismic we’re bringing these advances to Websites. Our mission is to empower marketers and developers to create fresher and more relevant web experiences at scale and with soul.

We’re pioneering an entirely new category: the Agentic Website Platform. It’s what comes after the CMS. Imagine a site that knows your brand by heart and grows itself, continuously optimizing layout and interactions, while staying beautifully on-brand.

🚀 Used by Builders at Bershka, AXA, Deliveroo, TicketMaster

Over 5,000 companies trust Prismic, including 300+ enterprise teams who build and scale with us. We’re obsessed by value delivery, building with the community, and we’re backed by top-tier investors.

We work with thrilling problems like encoding visual identity and boosting human-agent collaboration while increasing safety, designing agentic AI architectures that drive growth, creating tools that let marketers build more relevant journeys without code, process automation with AI, etc.

What you will be doing?

Our Support team runs on an AI-first model: It handles routine questions, and our engineers handle everything the model can't, while building the systems and procedures to increase the capabilities of the model.

Our AI Agent, Fin already resolves most technical questions. Our engineers don't just answer tickets: they fix bugs themselves and open pull requests, which Engineering reviews. Escalations to other teams keep dropping as our skills and tooling grow. We're also reshaping our Enterprise support offer, and you'll help build it.

At first, you will spend most of your time on the support. That share shrinks when Fin takes on more and you gain more skills and experience with the product.

• Solve the problems AI can’t. Investigate complex issues across Prismic, Next.js, and other frameworks, tackle challenges ranging from CDN caching and preview cookies to migrations, SSO/SCIM, and API behavior. You’ll also handle billing and account-related questions, combining technical expertise with sound judgment, empathy, and tact.

• Fix it, don't just flag it. When a customer hits a bug, you investigate, reproduce it and often fix it yourself, then open a pull request for Engineering to review. You only escalate what goes beyond the team's skills, with evidence and a hypothesis attached.

• Build and run AI in support. Write and test AI Procedures, data connectors and escalation rules. Track AI answer quality and feed corrections back into the knowledge base.

• Automate repeated work. Extend our support automation service (Next.js on Vercel), which connects Intercom, Linear, Slack, Stripe, incident.io and Prismic's own APIs.

• Make support proactive. Use product signals to reach customers who are stuck before they ask for help. Help CSMs to build strong relations with our Enterprise customers.

• Write docs for people and for AI. Our documentation is both a developer resource and our AI-model’s knowledge base. Close the loop when an AI answer reveals a gap.

• Contribute to the product and internal tools. Ship bug fixes and pull requests on the main product and our developer tools.

What Success Looks Like:

• You make sure every customer who reaches Prismic Support gets a high-quality answer. Where the AI can’t help, you step in quickly, from tricky billing conversations to complex technical issues.

• You make the problems go away for good. You fix bugs with your own pull requests and improve Fin, our docs and our systems so the AI can handle recurring questions next time.
  

Are you the one?:

• AI fluency beyond using tools. You've shipped at least one thing with AI that other people use

• Web development. You can read and understand JavaScript/TypeScript, React and Next.js code well enough to find problems and judge AI's output.

• Debugging fundamentals. You understand HTTP, caching, cookies and authentication well enough to find root causes. You can read logs and reproduce a bug before you call it one.

• Data and measurement. You can query data (with AI's help) and answer 'did this change actually help?' with numbers.

• Clear communication. You turn technical findings into answers customers understand, and into escalations Engineering can act on straight away.

• A real interest in customers. You enjoy helping people, and you notice when many of them are stuck on the same thing.

• Comfort with change. The product and our tooling change almost daily. You enjoy learning something new every week and don't need everything to be finished before you start.

Work across borders. Come together in Paris 🌍

We’re an international team, with Paris as our hub for collaboration and connection. Every quarter, everyone at Prismic meets in Paris for our In-Office Week. To build together, share ideas and have fun as a team. Attendance is expected, with dates shared well in advance so everyone can plan.

You’ll work from your country of employment, with arrangements depending on your role and location:

• Based in Paris: join us in the office once a week.

• Elsewhere in France: join us in Paris once a month.

• Outside France: work primarily remotely, alongside our quarterly Paris get-togethers.