Customer Engagement Specialist

About the role

Prisma is seeking a Customer Engagement Specialist to act as the technical bridge between its client‑facing team and Product & Development groups. You will help triage customer requests, localise new features for the French market and automate platform processes.

Key responsibilities

• Serve as the technical interface between the Customer Engagement (CE) front office and Product/Development teams, translating needs into user stories and tracking progress.
• Manage daily ticket triage: classify, prioritize, reproduce incidents and route them to the appropriate owners.
• Develop and deliver French‑market adaptations of Prisma Next Gen, including regulatory changes and market‑specific workflows.
• Implement and maintain deployment scripts, technical documentation, support guides and runbooks.
• Contribute to reporting, KPI dashboards and maintain regular liaison with development and product teams.

Required profile

• 2+ years of software development experience (mid‑level).
• Strong command of French (required) and professional English proficiency.
• Customer‑service mindset with active listening and clear formulation of needs.
• Ability to work autonomously in a hybrid environment, demonstrating rigor and organization.

Required skills

• Software development (mid‑level).
• Relational databases – PostgreSQL and MySQL; ability to write SQL queries and diagnose performance.
• Ticketing and collaboration tools – Jira, Slack, DevOps pipelines.
• Creation and maintenance of deployment scripts, technical documentation and runbooks.