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We sat down with Cyrielle Jougla, Technical Support Engineer, to discuss her past five years at Didomi, during which she started as a Customer Onboarding Manager, became Team Lead of the Care team, and then transitioned to her current position last year.
Keep reading to learn more about her career path, her role, and her experience at Didomi.
From onboarding to leadership to technical support
After studying luxury management and beginning her career in sales at Danone, Cyrielle realized that her instincts pulled her in a different direction. Away from selling and toward something more operational and educational.
I realized I was much more energized by the educational and coaching side of a job than by the commercial one. I wanted to help and unblock people, not just sell to them.
- Cyrielle Jougla, Technical Support Engineer at Didomi
The shift in perspective led her toward tech, and eventually to Didomi, where she joined five years ago as a Customer Onboarding Manager. Which let her do exactly what she'd been looking for. Guiding new clients through the product, helping them understand the platform, and making sure they were set up to find value.
As Didomi's customer base grew, she transitioned into a team lead role, managing five people, moving from hands-on client work to team strategy, HR planning, and supporting her colleagues' career development.
This past October, she chose to step back into an individual contributor role. For Cyrielle, being closer to the operational and technical side of the work mattered more, which led her to L2 technical support.
For Cyrielle, excelling in the role and shifting perceptions around it are one and the same goal.
What does being a Technical Support Engineer entail?
Cyrielle's team handles the cases that require deeper investigation, intricate customer use cases, hard-to-reproduce bugs, and issues that need careful diagnosis before they can be properly resolved. When a complex issue goes unresolved, clients leave. Her team is the one that prevents that, and they feed product intelligence directly back into the roadmap.
There's no quick fix playbook for most of what lands on my desk.
- Cyrielle Jougla, Technical Support Engineer at Didomi
Her first challenge in the role was adapting to a different technical environment. Mobile app development in particular introduced variables she hadn't had to work with before, coming from web-only work on the Care team.
I had to learn how to debug the CMP in iOS and Android environments, how to use Postman, and I followed a JavaScript training to go deeper into the technical side.
- Cyrielle Jougla, Technical Support Engineer at Didomi
Part of what made her career evolution possible was a company culture that embraces role changes as a form of growth.
What does the culture at Didomi actually look like?
For Cyrielle, what impressed her about Didomi was the way the company operates. From her first day, she wasn't handed a rigid framework or a fixed set of instructions.
She was given the autonomy to take initiative, shape processes, and grow within a team that trusted her judgment. Five years later, she sees that same spirit of ownership and collaboration extended to new joiners across the company.
At Didomi, trust also extends to where people work from.
Five years, five countries
Didomi has been a remote-first company since its inception, and Cyrielle’s career and personal life have moved in tandem. She started out in Montpellier, working remotely from the very beginning.
Working from home was a way to find an interesting job. There are a limited number of interesting opportunities in the south of France, so being able to work remotely made all the difference.
- Cyrielle Jougla, Technical Support Engineer at Didomi
Her path through the company has taken her across several countries: France, Brazil, Morocco, Spain, and South Africa, and all without ever having to choose between her career and where she wanted to be.
With five years behind her and a clear sense of direction, the road ahead looks equally intentional.
What's next for Cyrielle and her team
Looking ahead, one of the most recent developments for Cyrielle and her team is a growing connection with the support team at Addingwell, a company Didomi acquired last year that specializes in server-side solutions.
We're seeing more and more overlap. We've started having joint meetings with the Addingwell support team because the products are increasingly connected. Didomi clients are asking server-side questions, and Addingwell has real expertise there. For them, understanding the CMP is equally useful. It makes sense to build that bridge.
- Cyrielle Jougla, Technical Support Engineer at Didomi
On a personal level, the next chapter looks like continuing to deepen her technical expertise and moving further into the complexity that drew her back to an individual contributor role in the first place. After five years of building, leading, and adapting, she seems to be exactly where she wants to be.
Interested in joining Cyrielle and the rest of the team at Didomi? Check out our job openings.
