Support Engineer

Job Summary:
Responsibilities:
- Handle all types of technical support issues in direct contact with the customer- Effectively manage a variety of technical support issues in a fast pace, growing organization- Analyze logs / Perform and analyses network traces / Troubleshoot / Reproduce problems- Resolve problems or find a workaround solution.- Support the operations of wireless networking solutions and management platform.- Handle customer requests daily using the Semtech corporate ticketing system Maintain accurate and current notes using ticketing systems: Salesforce, JIRA etc. (50%)- Handle internal tickets for troubleshooting at Level 3 and Follow up on issue until resolution with the collaboration of Level 3 specialists and third-party partner. (20%)- Collaborate with team-members, field support staff and engineers to isolate problems and implement solutions. (10%)- Ensure that customers and management team are kept informed of the status and progress of support tickets. (10%)- Monitor network status using Sierra Wireless’ network management products. (5%)- Customer centric: this position requires a genuine interest in “wanting to help” the customers for implementation and support of their solution (5%)

Minimum Qualifications:
Required Education, Experience and Competencies Global Telecom & IoT:
- A first experience in Engineering or Technical Support role- Knowledge of Telecoms, especially core mobile network: SS7, Sigtran, Diameter protocols- Knowledge of TCP/IP protocols- Knowledge of cloud platform architecture and AWS managed Services- Experience in scripting programming language (python, perl, bash,)- Knowledge of network monitoring tools (grafana, Zenoss, kibana,)- Log analysis (syslog) and network traces analysis tools (wiresharks, tcpdump)- Good level of English (Written - Spoken)- French speaking- Bachelor’s degree in Computer Science, Information Technology.

Desired Qualifications- Theoretical and operational knowledge of network operation and system administration (tools, processes, metrics)- Elastic search / Splunk knowledge/ loggly- Experience working on MVNO network. Network architecture knowledge.- Modem configuration with AT commands.- Routers/switches configuration. Firewalls and VPN setup