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Trace One Careers

Join Our Team

Discover exciting career opportunities at Trace One!

We’re looking for passionate, innovative individuals to help us make an impact in the evolving food & beverage, cosmetics & personal care, and specialty chemicals industries.

At Trace One, we’re dedicated to creating a better future together. We empower the people behind the brands to innovate, collaborate, and deliver sustainable products that make a real difference. When you join our team, you’ll be part of a global community that values your ideas, invests in your growth, and enables you to shape the future of product development. Together, we’re building something extraordinary—come make your mark with us. 

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Why Trace One

At Trace One, you’ll find more than a job; you’ll find a community that empowers you to grow, thrive, and achieve your goals. Here’s why you’ll love working with us:

  • Growth Opportunities: Access training programs, mentorship, and career opportunities.
  • Innovative Work Environment: Collaborate with industry leaders on cutting-edge projects.
  • Competitive Benefits: Enjoy a comprehensive package including health insurance and flexible working arrangements.
  • Supportive Culture: Join a diverse and inclusive workplace where your ideas are valued.

Explore All Opportunities Current Job Openings

If you recognize yourself in our job offers, don't hesitate any longer and send us your application!
Product Support Specialist - Level 2
🚀 Join Trace One
 
Are you looking for new challenges in an innovative, fast-growing company? We have an opportunity for you!
 
With over 30 years of industry expertise, we provide innovative and scalable solutions that support the entire product manufacturing lifecycle and enable our customers to thrive in new markets. Serving more than 9,000 brands worldwide, Trace One is committed to delivering the best in all aspects of the business, including solutions, standardization and data access, customer success, and social and environmental responsibility.
 
🛠 The job
 
Working within the Customer Support department and reporting to the Support Manager, your role will be:
  • Analysing and resolving technical and functional issues on solutions or escalating them to the Engineering team with a high level of analysis enabling rapid handling and resolution
  • Establish and maintain a fruitful relationship with customers, based on trust and proximity, through regular contact, thereby guaranteeing a high level of satisfaction
 
 
Your tasks vis-à-vis our customers will be to:
  • Manage and monitor customer relations
  • Ensuring customer satisfaction and compliance with demanding SLAs
  • Establish and develop a relationship of trust with customers
  • Act as the customer's point of contact for complex technical and functional issues that cannot be resolved at first level
 
From a technical point of view, we expect you to:
  • Analyse, diagnose and resolve incidents and issues raised by our customers
  • Use advanced research methods and tools to reproduce and identify problems
  • Act as the interface between Support and Engineering (N3 R&D)
  • Determine and manage priorities and organise the delivery of product fixes to customers
  • Ensure that critical incidents are managed promptly
  • Be involved in technical and functional problem management cells that are critical to the customer
 
And finally, within the Support team and more broadly at Traceone, you will be required to:
  • Helping Customer Support to develop their product knowledge through occasional advice or mentoring
  • Document technical problems so that everyone benefits from their resolution
  • Helping to optimise the service by implementing action plans (analysing recurring incidents, implementing procedures, etc.)
 
🎯 Your profile
 
If you speak English and are :
  • A higher education graduate with a specialism in IT (database, systems, network, infrastructure...) and with a minimum of 2 years' experience in level 2 customer technical support,
  • able to reason and analyse in a structured and methodical way,
  • an IT enthusiast,
  • comfortable communicating orally and in writing, even in sensitive or critical situations,
  • a team player,
  • and organized.
 
In order to carry out these assignments successfully, Traceone will take care of your training on our tools and solutions as soon as you arrive.
 
If you already have a good knowledge of an incident tracking/ticketing tool (Easy vista , ZenDesk , Jira) and tools generally used by customer support, knowledge of databases (SQL) would be appreciated.
 
📩 Interested?
 
We look forward to receiving your application and meeting you for an interview!
Senior Product Manager
Context
Working within the Product Department in an international and multicultural environment, the role involves defining and managing functional changes to products, analysing user needs and behaviour to propose functional and ergonomic changes that will enable the business objectives to be achieved.
 
Responsibilities:
  • Define and design products
  • Take ownership of the product vision and strategy
  • Define personas and user paths with the help of the Design team
  • Define the features, their possible breakdown and prioritisation with the entire Product team
  • Define user navigation in the application and in the Trace One software suite with the help of the Design team
  • Define the detailed screens to be implemented by the technical team with the help of the Design team
  • Define the level of information (data) required to operate each feature
  • Define the business and management rules to be taken into account
  • Define the necessary integration into the software suite and the associated administration
  • Write the user Stories with their acceptance tests and all their functional and non-functional requirements
 
Validate the proposed design and plan
  • Collect feedback on the proposed design (internal and external) and adjust the features and design accordingly
  • Validate the proposed breakdown into User Stories and the prioritisation of the batches to be delivered over time in relation to the strategy and commitments
 
Support delivery
  • Prioritise the backlog of User Stories in order to propose the batches to be delivered through sprints and releases
  • Support the Engineering team in their appropriation of the roadmap (understanding, evaluation, implementation, validation)
  • Monitor the Engineering team's sprints in accordance with the SCRUM agile method
  • Ensuring the quality of developments carried out in collaboration with the Quality team
 
Sharing and teaching
  • Ensure that the changes made to his/her product fit in with the logic of the software suite with the other Product Managers
  • Share progress on the implementation of committed elements
  • Share the risks of delays in delivery in relation to deadlines
  • Presenting developments to internal teams (customer facing) to empower them (product enablement)
 
Analysing performance
  • Make suggestions for continuous improvement, speed up our deliveries and improve product quality
 
Experience & skills:
  • At least 5 years' experience in a Product Manager or similar position in software development
  • Fluent English
  • Ability to analyse and summarise
  • Ability to present, explain and popularise
  • Knowledge of multicultural and international environments
  • Autonomy
  • Ability to manage projects
  • versatility
  • Excellent interpersonal skills
  • Responsiveness, initiative-taking, autonomy and creativity to ensure effective progress on projects
  • Knowledge of software development techniques is a plus
 
About Trace One
Trace One is a world leader in PLM and compliance solutions for retailers and manufacturers of fast-moving consumer goods (FMCG). With over 30 years of industry expertise, we provide innovative and scalable solutions that support the entire product manufacturing lifecycle and enable our customers to thrive in new markets.
 
Serving more than 9,000 brands worldwide, Trace One is committed to delivering the best in all aspects of the business, including solutions, standardization and data access, customer success, and social and environmental responsibility.
Quality Assistant
🚀 Join Trace One
 
Are you looking for a new challenge in an innovative and growing company? We have an opportunity for you!
 
As part of the Professional Services (PS) department, you will work as a Quality Assistant and take charge of various activities related to Trace One solutions. Your role will focus on two main tasks: project management and innovation.
 
🛠 The job
 
You will report to the Manager of the Professional Services teams for Southern Europe.
 
You will interact with other departments within the company: Account Manager, Support, Product Team, Customer Success, as well as with a number of our customers.
 
Your main tasks will be :
 
1. Project management
 
You will be responsible for managing projects linked to updating the quality data in the Specifications (CDC) on the Trace One Quality Portal for a major customer. This includes:
  • Being the customer's main contact throughout the project phase.
  • Planning and carrying out the activities defined in collaboration with the Trace One teams (Customer Success / Sales).
  • Reporting and monitoring project progress.
  • Monitor ongoing projects and respond to requests from your manager.
  • Ensure that actions are carried out correctly, by ensuring rigorous follow-up with the Trace One teams.
  • Contact and follow up with customers to ensure that actions are carried out on Trace One tools.
 
2. Innovation
  • Identify and suggest ways of optimizing project management processes.
  • Contribute to the implementation of new methods to improve project performance.
 
This list is not exhaustive.
 
🎯 Your profile
 
We are looking for:
 
Education & Experience:
  • We are looking for someone who is resourceful, curious and motivated, no specific qualifications required.
  • Experience of working in project mode, ideally in the IT or retail sectors.
  • Professional English is a real plus
 
Skills:
  • Organised and rigorous
  • Ability to prioritise and manage time effectively
  • Ability to be proactive and manage uncertainty
  • A team player
  • Goal-oriented
  • Autonomous and self-motivated
  • Good interpersonal skills
 
📩 Interested?
 
Apply directly on LinkedIn and we'll be delighted to talk to you!
Senior Application Specialist [Pre-sales]
Context
 
We are on a path to innovation, creating an end to end cloud-based solution, based on a platform that will transform the way people manage products. We invite you to come and be part of our transformation as we transition our current offering into a world class platform that we will be architecting and building together.
 
In Trace One we embrace agile principles and values with autonomous empowered teams, rapid release cycles and a continuous improvement mindset.
 
Welcome and be part of a vibrant, competent, and dynamic multicultural team and begin an exciting career journey with the Trace One team.
 
Hierarchy and interactions
 
Reporting to the Pre-Sales Manager and part of the Pre-Sales team.
Typically interacts with other teams including: Sales, Marketing and Professional Services
 
Degree of independence : Individual contributor
 
Location : Chennai [Remote]
 
Missions
 
We're looking for an experienced C# developer to join our team. As a C# Developer, you will have a understanding of the C# programming language. The Developer performs duties and tasks support Pre-Sales team in configuration and customization of Trace One Solutions.
 
Duties & Responsibilities:
  • Customer/Prospect Requirements understanding and gathering.
  • Support RFI/RFP responses.
  • Support for data gathering and loading for demo support.
  • Understand client requirements and assist the pre-sales team with documentations (proposals/ presentations/ SOW/ SRS/ case studies).
  • Support configuration and customization of Trace One systems for Demo as per Customer/Prospect requirements.
  • Document demo feedbacks and collaborate with Pre-Sales team to create mitigation plans.
  • Working closely with the manager or assigned PM and completing all allocated tasks.
  • Attending and participating in meetings and workshops.
  • Observing and carrying out pre-sales processes as per RACI.
 
Qualifications:
  • 3 - 5 years’ experience developing browser-based software applications in .NET architecture
  • Hands-on working knowledge and experience is required in:
  • Experience working with PLM Applications.
  • Experience working on C#, .net
  • Relational Databases (SQL Server, Oracle, etc.)
  • Experience working with distributed teams across regions and time zones
  • Strong organizational and communication skills
  • Display detailed, critical, quality-oriented, skeptical thinking about the product
  • Experience with several of the following tools/technologies is desirable:
  • Data Structures and Algorithms using C# and .NET
  • Experience working in AWS will be a big bonus
  • Continuous Integration and Continuous Delivery techniques and practices
 
About Trace One:
 
Trace One is a global leader in PLM and compliance solutions dedicated to retailers and manufacturers of Consumer Goods (CG). With over 30 years of industry expertise, we provide innovative and scalable solutions that support the entire lifecycle of product manufacturing, enabling our clients to thrive in new markets. Serving more than 9,000 brands worldwide, Trace One is committed to excellence in every aspect of our business, including solutions, standardization and data access, customer success, and social and environmental responsibility.
 
For more information, visit www.traceone.com 
 
Or follow us on:
IT Business Analyst
Context
 
As a IT Business Analyst, you are responsible for the innovative business and functional requirements lifecycle, including the requirements collection from various stakeholders, the business and functional requirements definition and design, the requirements alignment and harmonization, their prioritization based on the product vision, and the development monitoring through the methodology applied for each project.
 
You oversee the software implementation iterations, making sure that practices, rules, and values are understood, and behaviors are compliant with the Trace One methodology. You ensure that goals, scope, and product domain are understood by everyone in the project team.
 
Key Responsibilities:
  • Lead workshop sessions with the customer to capture requirements and effectively document them.
  • Act for multiple projects at the same time according to the statements of work.
  • Deliver elements of systems design, including data migration rules, business rules, a prototype, or other detailed deliverables.
  • Work closely with the PM, Product, Regulatory, and other departments to design the solution for the given requirements and meet the project constraints.
  • Is responsible, together with the Enterprise Solution Architect, for the design of the solution (through the Business Blueprint document) for the project.
  • Refine and document detailed user requirements, provide clarity for the Development and QA functions.
  • Work with Project teams to enforce best practice implementations and optimize core product reuse. Specifically, refining requirements with Professional Services team members (and end customers where appropriate) to provide functional clarity and relevance.
  • Validate the product in the development phases following the methodology defined for each project.
  • Support the QA testing processes effort, including the development of user acceptance criteria.
  • Support training efforts for Services, Sales, and Marketing departments.
  • Develop and provide PLM solution expertise.
  • Assist with the business case definition for innovation proposals.
  • Support Sales and Pre-Sales departments on RFIs and RFPs, when needed.
  • Work with third-party entities such as system integrators and consulting companies
 
Core Competencies
  • Demonstrated outstanding written and verbal communication, including technical writing skills.
  • Ability to conduct demonstrations of the software and maintain communication at the business and functional level.
  • Self-starter with leadership skills to take charge of or facilitate requirement-gathering sessions.
  • Quick learner on new products, systems, applications, and technologies.
  • Able to work well with both internal and external clients, including the ability to proactively participate in user group workshops.
  • Analytical, problem-solving, and critical thinking skills.
  • Willing to travel to customer premises in the requirements gathering phase.
  • Experience in PLM software implementations, preferably in the food & beverage industry.
  • Native Italian speaker.
  • Proficient in English, both in written and verbal communication.
 
Education Expertise
  • 5 years+ experience in preparing functional requirements, working with use cases, business process modeling, and preparing use-case or sequence diagrams, preferably in the Food & Beverage industry.
  • Knowledge of the full Systems Development Life Cycle (SDLC).
  • Knowledge of and experience in the use of software design and modeling tools (e.g., UML, etc.).
 
Expected to travel in the country and sometimes internationally.
 
What can you expect from us?
 
💡Space and encouragement to suggest ideas and solutions
🌍International and multicultural environment
⬆️Interesting internal growth
🤝Soft skill training
💻 The Internal Academy, which is enriched day by day
🧑‍💻Unlimited LinkedIn Learning account
🎉Amazing events from our Happiness Committee
 
The Trace One group is an equal opportunity employer.
If you recognize yourself in this offer, don't hesitate any longer and send us your application!
 
How to apply
Applications may be submitted via LinkedIn (please include your CV).
A competitive market salary will be offered to the successful candidate.
 
About Trace One
 
Trace One is a global leader in PLM and compliance solutions dedicated to retailers and manufacturers of Consumer Goods (CG). With over 30 years of industry expertise, we provide innovative and scalable solutions that support the entire lifecycle of product manufacturing, enabling our clients to thrive in new markets. Serving more than 9,000 brands worldwide, Trace One is committed to excellence in every aspect of our business, including solutions, standardization, and data access, customer success, and social and environmental responsibility.
 
For more information, visit www.traceone.com 
 
Account Manager Mid Market
Context
 
The Account Manager is responsible for handling the most important client accounts in a company, post-sale role. He/She will be the lead point of contact for all key client matters, anticipate the client’s needs, work within the company to ensure deadlines for the client are met, and help the client succeed.
 
The Account Manager drives the sales process; he/she identifies and implements key sales strategies to approach and close contracts with existing customers and their subsidiaries. He/she ensures a long-term relationship is maintained and creates sales opportunities.
 
The position requires regular travel in the EU.
 
Responsibilities:
  • Developing trusted relationships with a portfolio of major clients
  • Developing a thorough understanding of the client’s objectives, their organization, and their personnel
  • Identifying and influencing customers’ key decision makers
  • Resolve any issues and problems faced by customers and deal with complaints to maintain trust
  • Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives
  • Managing communications between key clients and internal teams
  • Strategic planning to improve client results
  • Negotiating contracts with the client and establishing a timeline for performance
  • Working with different teams and presenting your product offering at events such as conferences, seminars, etc.
  • Developing relationships with external companies and partners to find sales synergies
  • Ensuring accurate reporting and managing relevant key information on a weekly basis using the CRM solution
  • Preparing and presenting follow-up reports and forecasts to internal and external stakeholders using key account metrics
  • Working with the Support, Product & Professional Services department to ensure the best customer experience.
 
Key skills and requirements:
  • 2 years of experience in selling software in a Web, SAAS, and Cloud environment, you know how subscriptions work and how a recurring business model works
  • Ideally, you have experience in the Chemical, Cosmetic, food products, or Product Label/MDD sector
  • Deep knowledge of sales methodologies (Solution Selling, SPIN, Miller Heiman, or equivalent approach)
  • Able to multitask, prioritize, and manage time efficiently
  • Ability to flourish with minimal guidance, be proactive, and handle uncertainty
  • Goal-oriented, organized team player
  • Encouraging to team and staff; able to mentor and lead
  • Self-motivated and self-directed
  • Excellent interpersonal relationship skills
  • Proficient in English, both in written and verbal communication
  • Native level Italian speaker
 
What can you expect from us?
 
💡Space and encouragement to suggest ideas and solutions
🌍International and multicultural environment
⬆️Interesting internal growth
🤝Soft skill training
💻 The Internal Academy, which is enriched day by day
🧑‍💻Unlimited LinkedIn Learning account
🎉Amazing events from our Happiness Committee
 
The Trace One group is an equal opportunity employer.
If you recognize yourself in this offer, don't hesitate any longer and send us your application!
 
How to apply
Applications may be submitted via LinkedIn (please include your CV).
A competitive market salary will be offered to the successful candidate.
 
About Trace One
 
Trace One is a global leader in PLM and compliance solutions dedicated to retailers and manufacturers of Consumer Goods (CG). With over 30 years of industry expertise, we provide innovative and scalable solutions that support the entire lifecycle of product manufacturing, enabling our clients to thrive in new markets. Serving more than 9,000 brands worldwide, Trace One is committed to excellence in every aspect of our business, including solutions, standardization and data access, customer success, and social and environmental responsibility.
 
For more information, visit www.traceone.com 
 
Business Intelligence Engineer
Context
 
Within the Engineering department and the BI & Data Management team, this role consists, in an international and multicultural context, of participating, organizing, and planning the design, development, and testing of BI products at the heart of our SaaS software platform. As part of an extended team, you will be liaising with colleagues in Europe.
 
Key responsibilities:
 
Technical activities
  • You understand the technical and functional requirements of customers
  • You create and maintain optimal ETL pipelines, data, and data marts
  • You define the architecture of the data and data marts
  • You develop and maintain dashboards and reports
  • You participate in functional meetings and create dashboard mockups
  • You automate manual processes for greater scalability and optimization of data delivery
  • You work on the quality and reliability of data to ensure the provision of reliable data to our customers
  • You provide regular reports to management and analysts
  • You use the Agile methodology daily
 
Continuous improvement
  • You propose ways to improve to optimize the performance, maintainability, and costs of solutions
  • You participate in the implementation, definition, and optimization of the company's methodologies
  • You share technical and methodological know-how with team members
 
Key skills
  • You speak English fluently
  • You are familiar with Microsoft BI (SQL Server, SSIS)
  • You have solid experience with data visualization tools such as Looker, Tableau, PowerBI
  • Ideally, you are proficient in Python. Knowledge of Data Lake, CI/CD, and Machine learning is a plus
  • You demonstrate speed of execution in the production of deliverables
  • You adapt with ease to new languages and new development methods
  • You demonstrate adaptability and creativity to identify appropriate technical solutions
  • You are autonomous and rigorous in daily tasks
  • You demonstrate curiosity about recent technologies
  • Experience with Agile methodology is a plus
 
The Trace One group is an equal opportunity employer.
 
If you recognize yourself in this offer, don't hesitate any longer and send us your application!
 
About Trace One
 
Trace One is a global leader in PLM and compliance solutions dedicated to retailers and manufacturers of Consumer Goods (CG). With over 30 years of industry expertise, we provide innovative and scalable solutions that support the entire lifecycle of product manufacturing, enabling our clients to thrive in new markets. Serving more than 9,000 brands worldwide, Trace One is committed to excellence in every aspect of our business, including solutions, standardization and data access, customer success, and social and environmental responsibility.
 
For more information, visit www.traceone.com 
 
DevOps Engineer
Context
 
We are currently looking for a DevOps Engineer with a first experience with the DevOps methodology in a multi-project environment and with expertise in one or more of the following technologies: AzureDevOps, Cloud, Kubernetes, Docker, Jenkins, Chef, Elasticstack, Selenium, ...
 
Within the MIS (Management of Information Systems) team, you will work in direct collaboration with the engineering, QA, and Product teams and actively contribute to the development of applications within autonomous teams (Squads).
 
You will be involved from the initial design stage through to deployment, monitoring, and support in production.
 
You will collaborate closely with the development teams and work on new projects and products from the design phase (security, performance, design, scalability, resilience, monitoring, etc.) to deployment, monitoring, and maintenance.
 
 
Hierarchy and interactions:
  • Report to Lead DevOps.
  • Strong collaboration with Engineering teams.
 
Missions:
  • Actively participate in the design of our applications and infrastructure, and you will be the reference for our development team.
  • Be the ambassador and spread the DevOps culture within the company (best practices, training, technology watch, etc.).
  • Be the link between the development and production teams on various projects.
  • Participate in the development of CI/CD solutions within projects.
  • Improve the quality of code delivered by the development team with the use of available DevOps tools (Octopus Deploy, Selenium, Chef, Jenkins).
  • Automate integration systems, continuous deployments, updates, and monitoring.
  • Support the transformation of the MIS operations teams towards the principles of Cloud Computing, Infrastructure as Code, or towards the concept of SDDC, by ensuring the implementation of innovative technologies such as Kubernetes, Docker, etc.
  • Carry out regular technical watch of DevOps products and tools.
  • Train technical operations teams on new DevOps tools and principles.
  • Propose new practices/tools to ensure the reliability and stability of systems.
  • Produce documentation and operating procedures.

Desired skills:
  • Containerization & Orchestration: Docker & Kubernetes (GKE is a plus)
  • Continuous Deployment: Octopus Deploy / Chef & Jenkins, Azure DevOps
  • Versioning: TFVC, Git/GitOps, Helm Chart
  • Cloud platform: GCP or AWS (preferred), or Azure
  • Methodology: Agile / DevOps
 
 
Additional skills:
  • Configuration management: Puppet, Terraform
  • Monitoring: Graphana / Zabbix / APM Dynatrace / LogicMonitor / ElasticStack / Prometheus /
  • Concept of Trunk-Based Development and Semver2
  • Operating system: Windows Server, Linux
  • Database: SQL Server / Oracle / NoSQL RavenDB
  • Web Server: IIS, Apache
  • Network & Protocols: LAN TCP / IP & HTTP/HTTPS, TLS
  • Language: Powershell, JavaScript / HTML / CSS
  • Code analysis: SonarQube
 
Personal skills:
  • Agile
  • Curious
  • Ability to analyze
  • Relational quality
  • Ability to grasp/increase competence on new technical or functional projects
  • Listening, understanding of product issues, and facilitator: "Problem Solver"
  • Written and oral communication
  • Priority and time management
 
Education:
Engineering school or a Master's in Engineering.
 
 
The Trace One group is an equal opportunity employer.
 
If you recognize yourself in this offer, don't hesitate any longer and send us your application!
 
About Trace One
Trace One is a global leader in PLM and compliance solutions dedicated to retailers and manufacturers of Consumer Goods (CG). With over 30 years of industry expertise, we provide innovative and scalable solutions that support the entire lifecycle of product manufacturing, enabling our clients to thrive in new markets. Serving more than 9,000 brands worldwide, Trace One is committed to excellence in every aspect of our business, including solutions, standardization and data access, customer success, and social and environmental responsibility.
 
For more information, visit www.traceone.com 
 
Customer & Product Support Expert
🚀 Join us at Trace One
 
Are you looking for a new challenge in an innovative, growing company? We have an opportunity for you!
 
Within the Customer Ops department, this role consists, in an international and multicultural context, of participating, organizing, and planning the design, development, testing, and maintenance of the Trace One Devex PLM solution.
 
  • Be the local relay and manage the day-to-day operations as needed
  • Assist the Product Support Manager
  • Ensure customer satisfaction by providing in-depth technical & functional research and information needed to resolve in-depth technical & functional problems in an accurate, professional, and timely manner, in accordance with our SLA.
  • Communicates problem resolution strategies and status to the customer in an accurate, professional, and timely manner, in accordance with our SLA
  • Be close to our customers & build a strong relationship.
  • Guide support-related topics
  • Crisis management
 
🛠 The position
 
As Customer & Product Support Expert, you will work in close collaboration with internal teams and customers and have a direct impact on ambitious projects.
 
  • Resolves customer and field inquiries regarding the current Trace One product behavior.
  • Owns and drives the resolution of customers’ cases. Maintains records of cases, defines resolution action plans, and follows through to case closure, ensuring customer satisfaction with their support experience.
  • Organizes the provision of product fixes to customers, coordinating necessary resources to ensure the availability is timely, efficient, and satisfactory.
  • Promotes customer advocacy and satisfaction throughout the company.
  • Works with other Trace One departments to maintain a quality of customer interaction consistent with corporate standards.
  • Contributes to extended research on customer-reported technical problems that are not known or cannot be resolved during initial investigations.
  • Consults with customers as required to collect diagnostic information
  • Interfaces with engineering groups (R&D/PS) as a consult point for further diagnosis of complex issues and to organize the delivery of product fixes to customers.
  • Coordinates necessary resources to ensure delivery is timely, efficient, and satisfactory.
  • Make sure the customer‘s critical reported cases are dealt with promptly, and the customers are informed.
  • Be involved in the management of a critical account situation
  • Enters appropriate and accurate data on technical problems in the support case tracking system, for reference and historical purposes.
  • Document technical issues for the benefit of others as needed.
  • Work on technical & functional product-related projects, as required.
  • Be the local relay and assist the Product Support Manager
  • Develop trust between our customers and our support team
  • Managing critical situations and escalations
  • Helping with general requests
  • Facilitating knowledge transfer
  • Guiding on support-related matters
  • Doing periodic Support Reviews with customers
  • Mentors other Customer Support Engineers on resolving technical problems and mission-critical support requests.
  • Be able to handle customer escalations, communicate resolution action plans, and follow through to case closure, ensuring customer satisfaction with their support experience.
  • Be the technical functional referent for the rest of the team
 
🎯 Your profile
 
We are looking for:
 
Education & Experience:
  • A Bachelor’s degree with Computer Science is required
  • Effective verbal and written communication skills, tact and diplomacy in dealing with sensitive customer issues, exceptional follow-through ability, and good organizational skills.
  • A minimum of 2 years’ experience in technical & functional support on an On-premises environment
 
Skills Required:
  • Good knowledge of case tracking best practices and tools used by Support Teams
  • Ability to navigate complex situations, manage priorities within tight timelines, and coordinate resolutions effectively with clients and internal stakeholders.
  • Knowledge of databases and SQL is a plus.
  • Language skills: English is fluent
  • Autonomy
 
📩 Interested?
 
Apply directly on LinkedIn and let's talk!
Key Account Manager - Mid West
🚀 Join us at Trace One
 
Are you looking for a new challenge in an innovative, growing company? We have an opportunity for you!
 
Within the Key Account Management department, this role is responsible for handling the most important client accounts in a company, post-sale role.
He/She will be the lead point of contact for all key client matters, anticipate the client’s needs, work within the company to ensure deadlines for the client are met, and help the client succeed.
 
The Key Account Manager drives the sales process; he/she identifies and implements key sales strategies to approach and close contracts with existing customers and their subsidiaries. He/she ensures a long-term relationship is maintained and creates sales opportunities.
 
🛠 The position
 
The responsibilities of the Key Account Manager's role are:
  • Developing trust relationships with a portfolio of major clients
  • Developing a thorough understanding of the client’s objectives, their organization, and their personnel
  • Identifying and influencing customers’ key decision makers
  • Resolve any issues and problems faced by customers and deal with complaints to maintain trust
  • Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives
  • Managing communications between key clients and internal teams
  • Managing the account team assigned to each client
  • Strategic planning to improve client results
  • Negotiating contracts with the client and establishing a timeline for performance
  • Working with different teams and presenting your product offering at events such as conferences, seminars, etc.
  • Developing relationships with external companies and partners to find sales synergies
  • Ensuring the reporting and relevant key information on a weekly basis using the CRM solution
  • Preparing and presenting follow-up reports and forecasts to internal and external stakeholders using key account metrics
  • Working with the Customer Success Managers & Professional Services department to ensure the best customer experience.
 
This list is non-exhaustive.
 
This position is 100% remote working and requires regular travel in the US.
 
🎯 Your profile
 
We are looking for:
 
Education & Experience:
  • 5 years of experience in selling software in a Web, SAAS, and Cloud environment, you know how subscriptions work and how a recurring business model works
  • Ideally, you have experience in the retail / FMCG, food products, or Product Label/MDD sector
  • Deep knowledge of complex sales methodologies (Solution Selling, SPIN, Miller Heiman, or equivalent approach)
 
Skills Required:
  • Able to multitask, prioritize, and manage time efficiently
  • Ability to flourish with minimal guidance, be proactive, and handle uncertainty.
  • Goal-oriented, organized team player
  • Encouraging to team and staff; able to mentor and lead
  • Self-motivated and self-directed
  • Excellent interpersonal relationship skills
 
📩 Interested?
 
Apply directly on LinkedIn and let's talk!

Application Process

We’ve streamlined our hiring process to make it easy for you to join our team: 

    • 1. Submit Your Application

      Check the openings on LinkedIn and click on “Easy Apply” to submit your resume.

    • 2. Initial Screening

      Our team reviews your application to ensure a good match.

    • 3. Interviews

      Participate in interviews with HR and the management team to showcase your skills and learn about our company.

    • 4. Offer

      If selected, you’ll receive an offer with details about your new role and benefits.

Life at Trace One

At Trace One, we celebrate our employees and their unique contributions. From team-building events to Well-being at Work surveys and initiatives, we create a workplace where everyone can thrive. Here’s what our team has to say:

  • Amandine

    "I started at Trace One as a work-study trainee on the Customer Success team, where I was treated with respect by my colleagues and tasked with projects crucial to the team's success. I enjoy working in a friendly atmosphere where I feel supported and heard. I was recently promoted to the position of Onboarding Coordinator, and I am excited to tackle new challenges."

    Amandine Gauduchon, Onboarding Coordinator
  • don_low

    "Trace One has offered me opportunities to grow my career. Despite being a well-established provider of SaaS solutions, the teams operate like a start-up company. My activities each day are extremely varied. This keeps things very interesting. Effort is rewarded at Trace One. There are many opportunities to improve your skills and have a varied career path."

    Don Low, Solutions Consultant
  • daniele

    “As a Global Head of Professional Services with 25 years of experience in the team, I had the opportunity to grow professionally and personally throughout my career constantly.
    We work every day to continuously improve our services and innovate to keep up with business demands. It is a pleasure to see that the team never ends to expand and incorporates new talents. I can’t wait to see what new milestones we will achieve together in the journey ahead!”

    Daniele Camanni, Global Head of Professional Services
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Diversity and Inclusion

Trace One is committed to diversity and inclusion (D&I) as a cornerstone of our core values and business strategy. As an international company employing people from various countries and nationalities, we recognize the importance of leveraging the diverse backgrounds, perspectives, and experiences of our global workforce to drive innovation and better serve our clients around the world.

Our Global D&I policy aims to promote a respectful and inclusive environment where all employees, customers, and stakeholders are valued for their unique contributions.

DEI Policy