Customer Support Engineer

il y a 4 jours

SaintHerblain, France Anderson RH Temps plein

Good experience in a support team, ideally with external customers (5+ years)
- Being at ease with recent technologies: Linux (Debian), Docker, Kubernetes, Vertica (SQL), etc
- Engineer degree in IT, Software Development or Telecoms
- 5 ans d'expérience sur un poste similaire sur du support externe obligatoire

Our Nantes team is developing innovative Software Solutions to monitor the telecom operators’ network activity. By capturing the data with our probes, we are

able to inform our customers on the Quality Of Service (QOS) provide by their network. We work for public telecom operators (SFR, Orange ) and private railway operators (SNCF ) in the whole world.

Job description / Position Information / Duties and responsibilites

To strengthen our Railway team, we are looking for a Customer Support Engineer.

The team deploys and maintains products to monitor Railway Operators’ networks, within all Europe and beyond (Israel, Australia ). These customers have special

SLAs that the team needs to respect for a high customer satisfaction, which is strongly linked to making business. The support service, composed by 8 people and the manager, is divided into the deployment and the ticketing activities.

To complete our amazing ticketing team, we are looking for an enthusiastic Customer Support Engineer

Daily missions as a Level 2 Support Engineer:

- Treat, analyse and resolve the Level 1 and 2 tickets open by the customers, according to the level of emergency, and provide documentation on the product and processes used
- Provide L1/L2 technical support to our customers, in accordance with the company commitments (SLA)
- Carry out the necessary investigations in the company systems to identify the causes of incidents and allow their resolution
- Be responsible for maintaining effective and healthy relations with customers on the highest standards
- Work and interact continuously with the various company departments, especially with the R&D team, in order to guarantee product quality
- Work in an international company (Egyptian and Italian colleagues), with international customers

Profil recherché:
Required Qualifications & Experience Soft Skills:

- Curiosity about innovative and recent technologies
- Taste for achieving projects and resolving issues
- Taste for teamwork and achieving great projects
- Advanced pressure management

Hard Skills:

- Good experience in a support team, ideally with external customers (5+ years)
- Advanced communication skills (internally with the team; externally with the customers)
- Being at ease with recent technologies: Linux (Debian), Docker, Kubernetes, Vertica (SQL), etc
- Being fluent in English

Education/Experience:

- Engineer degree in IT, Software Development or Telecoms
- +/- 5 years experience

Compétences attendues
Linux
Langues requises

Congés additionnels
Intéressement
Télétravail
Mutuelle d'entreprise
Tickets restaurant
Advantages in the company:

- Healthcare (mutuelle + prévoyance)
- Compensation for meals (tickets restaurant d’une valeur de 8,50€ par jour travaillé)
- Workers council annual budget (cartes cadeaux CSE)
- Public transport subscription 50% covered by the company
- 2 days of home office per week
- A nice office and funny colleagues

Our company's solutions is an equal opportunity and affirmative action employer - minorities/females/veterans/persons with disabilities.

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