Database Support Consultant (french speaker - Oracle, SQL, Linux, Windows)

About Us At Nextlane, we don’t just develop software solutions – we create the future of the automotive industry. We are a company that combines advanced technology with a clear vision: simplifying and digitizing every step of the automotive customer journey, empowering manufacturers and dealerships to thrive in a constantly evolving market. We believe in the value of every team member, offering opportunities for you to develop and contribute to meaningful solutions. So… What does it mean to be a #Nextlaner? Be part of a growth-oriented culture. Collaborate with colleagues from all over the world. Believe in the Power of ideas and the diversity of thought. Be committed to provide an environment where you can learn, grow, and collaborate on projects that make a global impact. Our success is measured not just by results, but also by the growth and satisfaction of those who are part of our company. At Nextlane, you’ll have the opportunity to innovate, push boundaries, and work on solutions that are transforming the automotive world. About the role: As a Technical Support Specialist, you are a key point of contact for our French customers, supporting them in the daily use of our Dealer Management System (DMS) solutions and the integrations that connect them to other systems. You handle incoming requests, investigate technical issues – from data and database checks to failed API calls – solve what can be solved in support, and escalate clean, well-documented cases to Back Office, Product or Engineering when needed. This is a customer-facing support role, it suits someone who enjoys troubleshooting, explaining technical problems clearly, and seeing a customer’s issue through to resolution. You will join the French Customer Support team in Porto, part of our growing, international Customer Support Centre of Excellence. Your mission Deliver timely, high-quality support on our DMS solutions and their integrations Ensure customer issues are properly understood, investigated, and resolved or escalated Turn complex technical problems into clear explanations for customers and actionable cases for Back Office, Product and Engineering Reduce recurring issues by building and sharing reusable troubleshooting knowledge Your Responsibilities Technical Support & Issue Resolution Handle support requests from French customers and partners, in French, via the ticketing system, email, phone and chat Analyze issues related to the daily use of our DMS solutions running on SQL and/or Oracle databases in Windows environments Write SQL queries to investigate data issues and verify results Investigate API and integration issues: check requests and responses, status codes, authentication errors and data mismatches Reproduce reported problems using API documentation (OpenAPI/Swagger) and tools such as Postman Resolve configuration, data and integration issues directly where possible Ticket Management & Escalation Accurately log, qualify and prioritize requests, following established support processes and SLAs Escalate complex issues and product defects to Back Office, Product or Engineering with clear reproduction steps, logs, and expected vs. actual behaviour Follow escalated cases through to resolution and confirm the outcome with the customer Proactively alert the Support Manager in case of critical issues or potential customer dissatisfaction Customer Communication Keep customers informed of progress, next steps and resolution timelines Explain technical causes in plain language to non-technical users Maintain a professional, reassuring and customer-centric communication style Knowledge & Continuous Improvement Contribute to the knowledge base: troubleshooting guides, FAQs, known issues and reusable Postman collections Share recurring issues, customer feedback and improvement ideas with the Support team and the French market teams Cross-Functional Collaboration Work closely with Back Office Support, Infrastructure, Product and Engineering on issue resolution Coordinate with Consultants during customer onboarding and post-installation phases Escalate commercial requests or opportunities to Sales when outside the support scope What We're Looking For: Experience Experience in customer support or technical support in a software or SaaS environment Experience working in a ticket-based support organization is a strong plus Languages French: fluent (C1 minimum) – mandatory English: good professional working level Additional languages (Dutch, Portuguese, Spanish, German) are a strong plus Technical Skills Basic to intermediate understanding of software applications and IT environments Experience with SQL and/or Oracle databases – able to write queries to investigate and check data Good knowledge of Windows environments (server, user access, basic troubleshooting) Knowledge of Dealer Management System (DMS) or ERP is a strong plus Familiarity with remote support tools and basic networking is a plus Ability to clearly document issues, solutions, and customer interactions Comfortable working with ticketing systems and internal support tools Interpersonal Skills Strong customer service mindset with excellent communication skills Ability to analyze problems quickly and provide structured responses Calm, proactive, and solution-oriented approach Ability to prioritize, escalate when needed, and work autonomously Willingness to learn and continuously develop technical and functional expertise Our Recruitment Process: 15-minute introductory call with our Talent Acquisition Specialist. One technical interview with Line manager 1 and 2 What We Offer: We understand that flexibility and trust are essential for our teams. Here are some of the benefits we offer: Hybrid Work . Annual Payments: 14 payments per year (12 monthly payments + 1 summer bonus + 1 Christmas bonus in November). Meal Voucher: 10.20 euros per working day. Vacation: 23 vacation days, plus 24th or 31st December off. Language Training: Access to group classes in Spanish, English, or French. Private Medical Insurance: Multicare coverage. Teambuilding : Join us for memorable afterworks and team activities! Diversity, Inclusion & Belonging At Nextlane, we are committed to creating a space where everyone feels valued and respected . We firmly believe that diversity in experiences and backgrounds strengthens our culture and drives innovation. Support for people with disabilities . If you need any adjustments during the recruitment process, let us know so we can provide the best possible experience. Equal opportunities for all: We welcome applications regardless of age, gender, origin, disability, or any other characteristic protected by law. Join Nextlane and become part of the technological revolution in the automotive industry. Discover why we are a great place to develop your talent!