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

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...)

WHAT WE OFFER

• Hybrid work 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);

• Skills development and support (diversity of projects, internal and external training, internal mobility opportunities towards Ops, Supply, or Product);

• Remuneration 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 continuously 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 abilities to apply, as we are convinced that diversity of thoughts, cultures, identities, and lived experiences makes us stronger.

DECATHLON DIGITAL CONTEXT 

What if technology allowed us to push the boundaries and take sports experiences to new levels? That's exactly our goal at Decathlon Digital! We are a team of 5,000+ experts in software engineering, product management, data, cloud, and cybersecurity, distributed across Paris, Lille, and Amsterdam. Together, we are creating the largest digital sports platform, leveraging tech innovation from design to value chain optimization, connected experiences and product second life.

Changing the game for good. We are in this for the love of sports. And like everything we love, we want it to last. That’s why we are embarking on a journey to create a more sustainable tech model, reducing our direct environmental impact while maintaining a safe, diverse, and inclusive space for all our people to learn and thrive together. Team up with us to design the digital future of sports.