Support Engineer - Connected Products (f/m/d)

Benefits

Additional Information

Our Digital Sport Unit Support team is looking for a Support Engineer (f/m/d) on a permanent contract (CDI) based in Lille or Paris. ABOUT US & YOUR PLAYGROUND At Decathlon, we want to make the user experience as smooth and high-performing as our physical products. Our Digital Support hub is undergoing a major transformation: we are integrating new scopes and powering our tools with Artificial Intelligence to shift from operational excellence to a true center of technological expertise. Within an autonomous, technical, and passionate team, your role will go far beyond traditional support. You will be a key player in the industrialization of our services and the upskilling of our ecosystem to help us take on tomorrow's challenges. YOUR FUTURE CONTRIBUTION As a Support Engineer (f/m/d), your missions will be structured around four main pillars: Upskilling & Pedagogy: You ensure the training, mentoring, and upskilling of Level 1 technicians (notably on the Mobility / CSP / Sport XP scope) to give them the keys to efficient resolution. AI Optimization (Chatbot Fine-tuning): You actively participate in steering our intelligent conversational agent (LLM). You analyze its performance, refine its rules, and participate in its fine-tuning to reach and exceed our deflection goal (self-solve). Knowledge Management: You write, structure, and enrich the contents of our knowledge base. Your goal? Make the documentation so clear and scalable that it can be explained in just a few slides and simple processes. Core Support Engineering Business: You handle complex incident resolution (Level 2), analyze root causes, and challenge technical solutions to anticipate sharp volume increases (Scale x10). WHAT YOU BRING Background: You have a successful first experience in digital support engineering, ideally in a fast-growing, large-scale, or multi-perimeter environment. Tech & AI Curiosity: Concepts like Chatbot, LLM, or automation trigger your curiosity, and you want to get hands-on to optimize the user relationship. Mindset: You are autonomous, rigorous in your documentation, and you thrive in challenging environments. You have a team-oriented mindset and excellent interpersonal skills to interact with various stakeholders. The "Plus": You share our passion for sports and want to put your digital expertise at the service of athletes. TECHNICAL STACK Ticketing & ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk) Conversational AI solutions / LLM Frameworks & Fine-tuning tools Knowledge Management & Documentation tools (Confluence, Notion...)

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Decathlon Digital EN? Share your experience