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 the guarantor of continuity, stability, and service quality for a group of critical applications for Seconde Vie. Working closely with Feature Teams, Product Managers, helpdesks (L1/L2), and business stakeholders, you will drive support activities and evolve our practices.

💫 Your Responsibilities

• Support request management (Ticketing): Provide level 3 support across a varied application scope (store/warehouse employees, customer advisors, country relays) and ensure compliance with our SLAs.
• Lead the Incident Management Process: Leveraging your experience, you will take the lead in driving 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 root causes of malfunctions (bugs, optimizations, training needs) to sustainably reduce recurring tickets.
• Regular debriefs with product managers and communication regarding product health, 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 production deployment validation) to ensure the maintenance of a stable system for our users.
• Adapt our support model and practices to upcoming challenges.

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🛠️ TECHNICAL STACK

• SQL at an autonomous level
• Postman, Bruno or equivalent at an autonomous level
• Application log analysis at an autonomous level
• Ticketing management
• Observability skills (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 + in IT support / Application engineering (IC2/IC3 level).
• Lead Posture: Ability to lead a team, manage service providers, and simplify complex concepts for various profiles.
• Communication: Strong interpersonal skills and fluent English to exchange with our teams in France and internationally.
• Mindset: Continuous improvement culture, user orientation, and technical appetite.
• Passion: Passionate about sport and eager to share this passion daily!

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🎁 WHAT WE OFFER YOU

• Hybrid working organization;
• Equipment provided in accordance with your missions and our societal commitments (Mac or Windows);
• A local project team within a global network (possibility of an international career);
• Skill development and support (diversity of projects, internal and external training, etc.);
• Compensation 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 continually strive to foster and cultivate an inclusive and equitable workplace: that is why Inclusion is one of our Human Fundamentals. We encourage people from all backgrounds and all abilities to apply, because 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 adjustments are needed, you can request them via the application form; this request will be confidential. These requests do not affect the outcome of the recruitment process.

DECATHLON DIGITAL

Imagine if technology allowed us to push boundaries and offer unprecedented sporting experiences. That is precisely our ambition at Decathlon Digital! We are a team of over 5,000 experts in software engineering, product management, data, cloud, and cybersecurity, spread across Paris, Lille, and Amsterdam. Together, we are creating the largest digital sports platform, leveraging technological innovations to optimize the value chain, design connected experiences, and give a second life to our products.

Let's change the game for good. Our passion for sport guides us and we want it to endure. That is why we are committed to building a more sustainable technological model, by reducing our direct impact on the environment, and by creating a safe and inclusive space to learn and thrive together. Join the team and let's shape the future of sport.

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