Customer Support Specialist Europe
Mainland Europe
€40,000 - €50,000
About the company
This is an established industrial software business with a strong position in the global manufacturing technology market. Its software is used by manufacturers around the world to monitor production, identify inefficiencies and make better decisions using real-time operational data, giving customers a measurable view of how their plants are performing.
The business is backed by one of the largest global software groups, which has acquired and operated hundreds of specialist software companies over decades. Its long-term investment model means businesses are acquired to be built (not flipped) providing the capital, resources and stability to continue investing in the product, customers and people.
The customer base includes some of the world’s largest and most recognisable manufacturing organisations, with the platform supporting operations across multiple sites, plants and geographies. For someone joining the support team, this means working with sophisticated customers, complex production environments and software that sits at the heart of how modern manufacturers understand and improve their operations.
The opportunity
This role will act as a key technical contact for enterprise manufacturing customers across Europe, providing hands-on support for complex software, configuration and data-related issues.
You will take ownership of customer tickets from initial investigation through to resolution, working closely with Product, Engineering and Customer Success teams where deeper technical input is required.
As the European operation continues to grow, you will have direct exposure to major manufacturing accounts and the opportunity to contribute to how technical support is delivered across the region.
Professional fluency in both French and English is essential, as you will directly support French-speaking enterprise customers.
Key responsibilities
About you
Essential
Preferred
Why apply?
This is an opportunity to join a growing European operation where technical support plays an important role in protecting and developing relationships with major manufacturing customers.
You will work directly with enterprise users of mission-critical manufacturing technology, gaining exposure to complex plant-floor environments while collaborating closely with Customer Success, Product and Engineering teams.
The position offers significant ownership of customer issues, regular coaching and structured development, with scope to take on broader responsibility as the European team continues to expand.
This is a permanent, fully remote position based in Europe, with candidates in France, Belgium, Germany, the Netherlands and the UK particularly encouraged to apply. Working hours are 9:00am–6:00pm CET, Monday to Friday, with occasional flexibility for collaboration with colleagues in North America.
Salary will be dependent on experience and local market conditions, with full compensation and benefits discussed during the recruitment process.
Think this could be your next role?
Please get in touch with FMC Talent to discuss further.
Reference Number: 22859
Temporary or Permanent: Permanent
FMC Contact: Victoria Rybak
This is an established industrial software business with a strong position in the global manufacturing technology market. Its software is used by manufacturers around the world to monitor production, identify inefficiencies and make better decisions using real-time operational data, giving customers a measurable view of how their plants are performing.
The business is backed by one of the largest global software groups, which has acquired and operated hundreds of specialist software companies over decades. Its long-term investment model means businesses are acquired to be built (not flipped) providing the capital, resources and stability to continue investing in the product, customers and people.
The customer base includes some of the world’s largest and most recognisable manufacturing organisations, with the platform supporting operations across multiple sites, plants and geographies. For someone joining the support team, this means working with sophisticated customers, complex production environments and software that sits at the heart of how modern manufacturers understand and improve their operations.
The opportunity
This role will act as a key technical contact for enterprise manufacturing customers across Europe, providing hands-on support for complex software, configuration and data-related issues.
You will take ownership of customer tickets from initial investigation through to resolution, working closely with Product, Engineering and Customer Success teams where deeper technical input is required.
As the European operation continues to grow, you will have direct exposure to major manufacturing accounts and the opportunity to contribute to how technical support is delivered across the region.
Professional fluency in both French and English is essential, as you will directly support French-speaking enterprise customers.
Key responsibilities
- Act as a primary technical support contact for enterprise manufacturing customers across Europe.
- Investigate and resolve complex software, configuration and application issues through email, phone and video.
- Own support tickets end-to-end, ensuring issues are progressed within agreed SLAs and customers receive clear, proactive updates.
- Conduct root-cause analysis on suspected software defects and work with Product and Engineering teams to validate and escalate issues.
- Analyse customer database environments to identify and resolve data integrity problems.
- Create and maintain Knowledge Base content based on common technical issues and resolutions.
- Contribute to the adoption of AI productivity tools by testing use cases and providing feedback on opportunities to improve support efficiency.
- Collaborate with global Customer Success and technical support teams to share knowledge and resolve more complex customer challenges.
About you
Essential
- Professional fluency in both French and English, written and spoken.
- 4+ years of experience in technical application support or a similar customer-facing technical position.
- Degree in Computer Science, Information Technology, Software Engineering or equivalent professional experience.
- Strong troubleshooting capability across software applications, operating systems and data environments.
- Ability to investigate technical issues methodically and identify underlying causes rather than treating symptoms.
- Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical stakeholders.
- Comfortable managing multiple open issues, prioritising effectively and working to defined SLAs.
- Able to work independently within a remote, internationally distributed team.
Preferred
- Experience supporting manufacturing software, MES, IIoT platforms or plant-floor applications.
- Familiarity with JIRA or another technical support ticketing platform.
- Additional European language skills, particularly German, Dutch or Italian.
- Experience using AI productivity tools within technical or customer support workflows.
- Previous experience working within a remote-first, globally distributed software organisation.
Why apply?
This is an opportunity to join a growing European operation where technical support plays an important role in protecting and developing relationships with major manufacturing customers.
You will work directly with enterprise users of mission-critical manufacturing technology, gaining exposure to complex plant-floor environments while collaborating closely with Customer Success, Product and Engineering teams.
The position offers significant ownership of customer issues, regular coaching and structured development, with scope to take on broader responsibility as the European team continues to expand.
This is a permanent, fully remote position based in Europe, with candidates in France, Belgium, Germany, the Netherlands and the UK particularly encouraged to apply. Working hours are 9:00am–6:00pm CET, Monday to Friday, with occasional flexibility for collaboration with colleagues in North America.
Salary will be dependent on experience and local market conditions, with full compensation and benefits discussed during the recruitment process.
Think this could be your next role?
Please get in touch with FMC Talent to discuss further.
Reference Number: 22859
Temporary or Permanent: Permanent
FMC Contact: Victoria Rybak
