Support Engineer - Last Mile Delivery (f/m/d)

Our Ship & Back team is looking for a Support Engineer (f/m/d) on a permanent contract based in Lille.

At the heart of Decathlon's Value Chain, the Last Mile Delivery team elevates the sports experience to the next level by ensuring smooth, fast, and reliable delivery worldwide. Composed of about ten passionate individuals about products and technology, our mission is to optimize the beating heart of e-commerce logistics through 3 key products: Shipperbox (carrier tracking and labels), RPM (relay point repository), and Trackbox (ensures e-commerce order delivery, their tracking, and their performance). By joining our human-sized team, you will take the lead in functional support for a strategic scope, with the ambition to guarantee flawless delivery performance for millions of users.

YOUR FUTURE CONTRIBUTION

• Lead and manage functional and technical support across our entire scope (Shipperbox, RPM, Trackbox).
• Embody the user's voice by ensuring optimal daily customer satisfaction.
• Adopt a proactive approach: design, deploy, and maintain probes and monitoring devices to anticipate and detect malfunctions before business impact.
• Respond reactively during critical incidents and conduct impact and root cause analyses.
• Structure and implement rigorous post-incident action plans to permanently eliminate recurring problems.
• Identify critical points in the functional scope to continuously optimize service quality and the robustness of our tools.

WHAT YOU BRING

• Proven experience in a Support Engineer role, ideally in the Value Chain, supply chain, or e-commerce logistics domain.
• A genuine obsession with user satisfaction and a natural curiosity that drives you to delve into complex issues.
• A demonstrated balance between reactivity in incident management and proactivity in implementing monitoring tools.
• An ability to lead support activities and drive cross-functional action plans.
• A sensitivity to AI challenges (intelligent alert generation, automated processing) to bring greater efficiency to support is a major asset.

TECHNICAL STACK

• Observability and monitoring: Datadog
• Incident management & ITSM: SMAX
• Web architecture, APIs, and e-commerce/logistics data flows

WHAT WE OFFER YOU

• Hybrid work organization;
• Equipment provided in line with your missions 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.);
• Remuneration package (employee shareholding, 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: which is why Inclusion is one of our Human Fundamentals. We encourage individuals from all backgrounds and abilities to apply, as we are convinced that diversity of thought, culture, identity, and lived experience makes us stronger.

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