Application Support Consultant (L1–L3)
Provide functional and technical support across the LMS support lifecycle, from incident triage to root-cause analysis.
About this role
Without a defined support model, the same incidents tend to recur because fixes address symptoms rather than root causes. You'll bring structure to L1–L3 support — clear escalation paths, real root-cause analysis, and a backlog that's actively managed instead of accumulating.
What you'll do
- Triage and resolve functional and technical incidents across levels 1 to 3
- Conduct root-cause analysis and problem management
- Maintain configuration and coordinate with vendors
- Contribute to service improvement plans
What we're looking for
- Experience supporting an enterprise LMS in production
- Strong troubleshooting and documentation habits
- Comfortable working within SLAs and ticketing systems
Nice to have
- ITIL familiarity
- Experience with SAP SuccessFactors Learning support
Location
Paris, France, with occasional travel to client sites as needed.
Engagement
Employee contract or independent consultant engagement, depending on fit — we'll discuss what works best for you.
Your first 90 days
- 01
Weeks 1–2
Shadow ticket triage and incident handling on an active support engagement; learn the platform and escalation paths.
- 02
Weeks 3–6
Take ownership of incident resolution for a subset of tickets, with root-cause analysis reviewed before closure.
- 03
Weeks 7–12
Run support independently for an engagement, including problem management and service-improvement input.
How we hire
A short, direct process — no multi-week pipeline with a dozen interviewers.
- 01
Initial conversation
A short call to understand your experience, what you're looking for, and whether the role is a realistic fit.
- 02
Working session
A discussion built around a real scenario from our engagements, to see how you actually think through a problem — not a trick technical test.
- 03
Alignment
We agree on scope, engagement type, and terms directly with you before anything is finalized.
How we approach compensation
Compensation is discussed individually based on your experience, the scope of the role, and whether it's structured as an employee contract or an independent engagement. You'll know the terms before any offer is finalized — we aim to agree on fair terms upfront rather than through a drawn-out back-and-forth.
Ready to apply?
Send us a message through the contact form and mention the role you're interested in. Tell us briefly about relevant experience — we'll get back to you directly.
Get in touch