Senior Support Engineer [Digital] (f/m/d)

Our Seconde Vie United team is looking for a Senior Support Engineer based in Lille.

🎯 Your Mission

As a Senior Support Engineer / Lead Support, you are responsible for the continuity, stability, and quality of service for a group of critical applications for Second Life. In close collaboration with Feature Teams, Product Managers, helpdesks (L1/L2), and business stakeholders, you will lead support activities and evolve our practices.

💫 Your Responsibilities

• Management of Support Requests (Ticketing): Provide Level 3 support for a varied application scope (store/warehouse employees, customer advisors, country relays) and ensure our SLAs are met.
• Lead of the Incident Management Process: Leveraging your experience, you will take the lead in coordinating and monitoring incidents for the scope.
• Knowledge Management: Write, structure, and enrich our knowledge base (Runbooks) to empower L1/L2 levels and improve MTTR.
• Root Cause Analysis of Problems: Detect the underlying causes of malfunctions (bugs, optimizations, training needs) to permanently reduce recurring tickets.
• Regular Debriefs with product managers and communication on product health status, recurring issues, and operational efficiency (SLA & MTTR compliance).
• On-call Duty: Participate in on-call rotations for our critical functions.
• Challenge feature teams on upcoming features and transformations (validate solution designs, documentation, and deployment validation) to ensure the maintenance of a stable system for our users.
• Adapt our support model and practices to upcoming challenges.

🛠️ TECHNICAL STACK

• SQL proficiency (independent level)
• Postman, Bruno, or equivalent proficiency (independent level)
• Application log analysis proficiency (independent level)
• Ticketing management
• Skills in observability (Datadog)
• Experience with several of our different technologies (PHP, Java, kafka, rabbitmq) is a plus
• Mastery of ITIL best practices (Incident, Problem & Change Management)

👤 WHAT YOU BRING

• Experience: 5 years and + in IT support / Application Engineering (IC2/IC3 level).
• Lead Posture: Ability to lead a team, manage service providers, and simplify complex information for diverse profiles.
• Communication: Excellent interpersonal skills and fluent English for communicating with our teams in France and internationally.
• Mindset: Continuous improvement culture, user-centricity, and technical aptitude.
• Passion: Passionate about sports and eager to share that passion daily!

🎁 WHAT WE OFFER YOU

• Hybrid work organization;
• Equipment provided in line with your responsibilities and our societal commitments (Mac or Windows);
• A local project team within a global network (possibility of international career);
• Skill development and support (diversity of projects, internal and external training, etc.);
• Compensation package (employee share ownership, monthly/quarterly bonuses).

OUR COMMITMENT TO INCLUSION AND ACCESSIBILITY

At Decathlon, we recognize the immense value that diversity brings to our teams and we continuously strive to foster and cultivate an inclusive and equitable workplace: this is why Inclusion is one of our Human Fundamentals. We encourage people of all backgrounds and abilities to apply, as we are convinced that diversity of thoughts, cultures, identities, and lived experiences makes us stronger.

Decathlon is also committed to offering an inclusive and accessible selection process to all candidates. If you require any accommodations, you can request them via the application form; this request will be confidential. These requests will not affect the outcome of the recruitment process.