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Senior Expert Engineer

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Clichy, France Enea Temps plein

**About Enea**

We are a world-leading specialist in advanced telecom and cybersecurity software with a vision to make the world's communications safer and more efficient. Our solutions connect, optimize and protect communications between companies, people, devices and things worldwide. We are present in over 80 markets and billions of people rely on our technology every day when they connect to mobile networks or use the Internet.

Enea has strengthened its product portfolio and global market position by integrating a number of acquisitions, including Qosmos, Openwave Mobility, Aptilo Networks, and AdaptiveMobile Security.

**About the Embedded Security Business Group**

Qosmos is also redefining Performance and Time-to-Market for Intrusion Detection Systems (IDS) via its Qosmos Threat Detection SDK, which helps cybersecurity software developers jump-start IDS development and boost the threat detection performance of their solutions. The Qosmos TD SDK embeds core functionalities from the industry’s best-in-breed IDS, Suricata, in a software development kit (SDK) that integrates tightly with Qosmos DPI engine.

**Why Join Us?**

At Enea, you'll be part of an innovative team, working on cutting-edge technologies that help shape the future of networking and security. We foster a collaborative environment where every team member has a voice and an opportunity to grow. If you are passionate about delivering excellent technical support and solving complex challenges, we'd love to hear from you

**Position Summary**

We are looking for an experienced Senior Expert Support Engineer to join our global customer support organization. In this role, you will play a critical part in ensuring customer success by providing world-class support and technical expertise to our customers and prospects worldwide. You will work closely with our R&D, Pre-sales, and Project Engineering teams to support customers in both the maintenance and project phases, contributing your knowledge during pre-sales, implementation, and troubleshooting stages.

You’ll be joining a dynamic and collaborative team, where innovation, customer focus, and technical excellence drive everything we do.

**Key Responsibilities**:

- Oversee service quality for all assigned support tickets, ensuring adherence to customer-specific SLAs
- Provide expert-level assistance to customer engineers during critical issues or roadblocks.
- Actively participate in escalations to ensure timely resolutions as outlined in the escalation procedures.
- Serve as the primary liaison between customers and internal R&D/Sustaining Engineering teams to resolve complex product issues.
- Mentor and coach support engineers to enhance their problem-solving abilities and improve customer response times.
- Periodically review open tickets to ensure they are addressed appropriately and to the customer’s satisfaction.
- Deliver effective internal and external reports, including Root Cause Analyses (RCA).
- Collaborate with Pre-sales Engineers to support customer evaluations.
- Conduct customer training sessions, both remotely and on-site, as needed

Build strong relationships with customers and act as the technical bridge between them and Enea's internal teams, including R&D and Pre-sales

**Qualifications & Skills**:
***:

- Strong understanding of network architecture and networking tools.
- Proficient in C programming, data structures, algorithms, and POSIX multi-thread programming and debugging.
- Knowledge in Deep Packet Inspection (DPI) technology.
- Knowledge in network analyzer tools
- Excellent command of English, both written and spoken.
- Proven ability to deliver technical product presentations and demonstrations to diverse audiences.
- Strong leadership skills with the ability to manage discussions and interactions with both customers and internal teams.
- Quick to learn and adapt to new technologies and complex architectures.

**Personal Attributes**:

- Exceptional troubleshooting and problem-solving abilities.
- Strong communication and presentation skills, with experience in customer-facing roles.
- Ability to collaborate across teams and work effectively in fast-paced environments.
- A team player with a willingness to share knowledge and mentor others.
- Flexible in working hours, with occasional weekend or on-call support.
- Organized, detail-oriented, and able to stay calm under pressure.
- Professional demeanor and appearance.
- Self-motivated with a proactive approach to responsibilities.
- Willingness to travel occasionally.

**Education & Experience**:

- Engineering degree in Computer Science or Electrical Engineering, or a related field. (Master degree in Computer Science or Electrical Engineering is a plus.)
- Prior experience supporting OEM design-in cycles is a plus
- At least 5 years of relevant industry experience.
- Strong knowledge of the telecommunications or cybersecurity industries, including experience with service providers, network equipment