On the radar — not actively interviewing. This role sits on our 12-month hiring roadmap rather than today's pipeline. Submit the talent pool form to be considered when we begin interviews.

Technical Support Engineer — French (Francophone)

○ On the radar · talent pool onlyRemoteFULL_TIME / CONTRACTORFocus region: Casablanca

About the role

DogeSMS serves customers in 60+ countries; first-line technical support runs as a follow-the-sun rotation across language regions. This radar role is the French (Francophone)-speaking seat in that rotation, focused on France, Belgium, Switzerland, Quebec, and Francophone West Africa (Senegal, Côte d'Ivoire, Cameroon, Morocco-French). French is a dual-context support language: European French (under ARCEP / CNIL / ACPR oversight in France) shares vocabulary with but operationally differs from West African French (where carrier markets, regulatory regimes, and mobile money platforms like Orange Money and Wave dominate). One seat covers both, with attention to register and technical vocabulary appropriate to the customer's region. The role is intentionally different from a typical SaaS support seat. Roughly 60% of weekly hours go to working alongside our customer-facing AI agent: reviewing transcripts in French (Francophone), labelling edge cases for retraining, and partnering with the AI Agent Platform team on evaluation datasets that capture region-specific phrasing ('code de vérification', 'OTP', 'code à usage unique', 'SMS non reçu'). The other 40% is direct human support for tickets the agent escalates — integration debugging with customer engineers, payment reconciliation questions, carrier-side delivery investigations. Casablanca UTC+1 coverage spans European and West African business hours; afternoon overlap with English (Global) seat for Quebec.

What you'll do

  • Own first- and second-line technical support for French (Francophone)-speaking customers — primarily async (Intercom / email), with scheduled video sessions for enterprise accounts. Tickets routinely span carrier delivery, API integration, and payment reconciliation.
  • Serve as the language-specific training data partner for our customer-facing AI agent: review French (Francophone) agent transcripts weekly, label correctness, build evaluation datasets that cover regional phrasing nuances ('code de vérification', 'OTP', 'code à usage unique', 'SMS non reçu').
  • Translate region-specific technical context for English-language internal hand-offs — when a French (Francophone) customer reports a carrier-side delivery issue, the engineer on the other end of the escalation needs the technical detail in English without losing nuance.
  • Maintain French (Francophone) versions of customer-facing documentation, status page messaging, and incident post-mortems where customer impact warrants region-specific communication.

What we expect

  • Native or near-native French (Francophone) (written and spoken) with technical English at C1+ level — the AI agent training work and internal escalations require fluent English documentation.
  • 2+ years in technical support or technical account management at a developer-facing SaaS, ideally in payments, telecom, or identity / authentication tooling. Experience reading API responses and explaining HTTP error codes to customer engineers.
  • Direct prior experience working alongside AI agents in a support context — you have audited LLM responses, built eval cases, or partnered with an ML team on improving customer-facing agent quality. This is not a "willingness to learn" requirement; it is the primary differentiator for this role.
  • Comfort with the on-call rhythm of distributed-team support: timezone-overlapping with neighboring language seats, English hand-offs at shift change, no expectation of office attendance.

Compensation

On the radar. Compensation is calibrated to local cost of living when we open this role — we publish bands when we begin interviewing, not before. USD-denominated regardless of jurisdiction, contractor or employment depending on your legal situation.

Hiring process

  1. Not actively interviewing right now — this role sits on our 12-month hiring roadmap rather than today's pipeline.
  2. Submit the talent pool form below; we reach out when we begin interviews, typically 4-8 weeks before a public hire.
  3. When the role opens, expect a process similar to our current active openings: a short async exercise, 1-2 conversations with the relevant team, and a scoped paid trial project. We do not run leetcode-style screens.

Join the talent pool

Submit the form below to be considered when this role opens. We typically reach out 4-8 weeks before we begin interviews.

Email careers@dogesms.com →