Technical Support Engineer

Hi, we're Prismic 👋 and we're designing the future of the web.

The world is heading towards agents and autonomous systems, at Prismic we’re bringing these advances to Websites. ****Our mission is to empower marketers and developers to create fresher and more relevant web experiences at scale and with soul.

We’re pioneering an entirely new category: the Agentic Website Platform. It’s what comes after the CMS. Imagine a site that knows your brand by heart and grows itself, continuously optimizing layout and interactions, while staying beautifully on-brand.

🚀 Used by Builders at Bershka, AXA, Deliveroo, TicketMaster

Over 5,000 companies trust Prismic, including 300+ enterprise teams who build and scale with us. We’re obsessed by value delivery, building with the community, and we’re backed by top-tier investors.

We work with thrilling problems like encoding visual identity and boosting human-agent collaboration while increasing safety, designing agentic AI architectures that drive growth, creating tools that let marketers build more relevant journeys without code, process automation with AI, etc.

💫 Role

The mission of the Prismic Support team is to help our customer achieve success using our product. We do so by (proactively) identifying situations where customers are not meeting their goals efficiently using Prismic, and unblock them when they are facing issues. We strive to continuously improve the product based on support interactions and customer feedback, to make the support process as friction less and scalable as possible, and to help out customers discovery areas of the product they are not yet familiar with to help them get the most out of Prismic.

What you will be doing? 🔧

• At first, you will spend most of your time on the support. That share shrinks when the AI agent (Fin) takes on more and you gain more skills and experience with the product.

• Solve the problems our AI-model can't. Investigate complex customer issues across Prismic, Next.js and other frameworks: CDN and caching behaviour, preview sessions and cookies, migrations, SSO and SCIM, API behaviour and Billing. Turn findings into clear answers for customers.

• Be the filter between customers and Engineering. Escalate only what needs escalating, with reproducible evidence and a hypothesis attached. File bug reports and feature requests that lead to real product changes.

• Build and run AI in support. Write and test AI Procedures, data connectors and escalation rules. Track AI answer quality and feed corrections back into the knowledge base.

• Automate repeated work. Extend our support automation service (Next.js on Vercel), which connects Intercom, Linear, Slack, Stripe, incident.io and Prismic's own APIs.

• Make support proactive. Use product signals to reach customers who are stuck before they ask for help. Help CSMs to build strong relations with our Enterprise customers.

• Write docs for people and for AI. Our documentation is both a developer resource and our AI-model’s knowledge base. Close the loop when an AI answer reveals a gap.

• Contribute to the product and internal tools. Ship bug fixes and pull requests on the main product and our developer tools.

What Success Looks Like:

• You make sure every customer who reaches Prismic Support gets a high-quality answer. Where the AI can’t help, you step in quickly, from tricky billing conversations to complex technical issues.

• You make the problems go away for good. You fix bugs with your own pull requests and improve Fin, our docs and our systems so the AI can handle recurring questions next time.

Are you the one?: 🧠

• AI fluency beyond using tools. You build with AI daily, using coding assistants, LLM APIs, or retrieval and agent setups. You know when to delegate to AI, how to describe a task well, and how to judge whether the output is right. You've shipped at least one thing with AI that other people use.

• Web development. Comfortable with JavaScript and TypeScript, React and Next.js. You understand API-first, headless CMS architecture and content modelling. Prismic experience isn't required.

• Debugging fundamentals. You understand HTTP, caching, cookies and authentication well enough to find root causes. You can read logs and reproduce a bug before you call it one.

• Data and measurement. You can write basic SQL and answer "did this change actually help?" with numbers.

• Clear communication. You turn technical findings into answers customers understand, and into escalations Engineering can act on straight away.

• A real interest in customers. You enjoy helping people, and you notice when many of them are stuck on the same thing.

Work across borders. Come together in Paris 🌍

We’re an international team, with Paris as our hub for collaboration and connection. Every quarter, everyone at Prismic meets in Paris for our In-Office Week. To build together, share ideas and have fun as a team. Attendance is expected, with dates shared well in advance so everyone can plan.

You’ll work from your country of employment, with arrangements depending on your role and location:

• Based in Paris: join us in the office once a week.

• Elsewhere in France: join us in Paris once a month.

• Outside France: work primarily remotely, alongside our quarterly Paris get-togethers.