Customer Support & Operation Engineer (Pre and Post Sales)

Division: Customer Support & Operation

Reporting: directly to Customer Support & Operation Manager
Position: Senior Customer Support & Operation Engineer
Required Start Date: ASAP
Contract: Permanent!
Job Description
The Company is looking for a Senior Customer Support and Operation Engineer to join the company’s support and
operation team (CSO). Your goal will be to provide quick and efficient technical support ensure customer satisfaction
through day to day project follow-up and issue resolution, while gathering feedback to improve the positioning of our
software product line mainly during post-sales phase as well as during the pre-sale and project phase.

Responsibilities
Post Sales Phase
• Be the first line of contact for production support issues and manage timely delivery of solutions to the customers,
under the guidance of the Customer Services & Support Manager.
• Involved in customer escalation as per escalation procedure or as required to ensure timely resolution according to
customer SLAs
• On call duties.
• Periodically tickets reviews, ensuring customer requests are being appropriately answered.
• Keep rigorously trained and up-to-date on the Company’s products as well as products and markets relevant to our
product roadmap.
• Work with customers to understand their requirements for standard product and custom solutions.
• Manage IoT connected object, piloting of field trials as well as remote fault rectification.
• Produce and maintain technical documentation, including technical application notes and knowledge database.
• Assist Customer Support & Operation Engineer in case of blocking issues.
• Interfaces with NOC, R&D, Pre-Sales and Customers.

Project Phase:
• Delivers Professional Services such as on-site technical assistance, product integration/customization.
• Act as a technical referent for the Project Manager in order to accelerate the resolution of technical issue submitted
by the customers in the course of the project.
• Provide product and customized solution presentations to customers and partners.
• Delivers customer training and services, potentially on site.
• Interfaces with Project Manager and Customers.

Pre-Sales Phase
• Supports the Pre-Sales Engineer during the product evaluation.
• Interfaces with Pre-Sales and Customers.
Desired Skills and Experience
Required skills
• This position requires, at a minimum, a BS in Engineering (with emphasis in a telecommunication software
engineering discipline).
• Must have at least 5-10 years of software experience, preferably in Networking and/or Telecom deployment or
support.
• Excellent communication and presentation skills, both verbal and written.
• Experience with UNIX/Linux system administration and C system programming on UNIX/Linux, scripting.
• Strong working knowledge in communication/networking protocol stacks (such as TCP/IP, IPsec, routing
protocols…) is required.
• Knowledge of wireless transmission mechanism, ideally radio planning would be a plus.
• Have an In-depth understanding of Telco/Network software deployment and operations.
• Prior support or project engineering experience in Cloud Computing network infrastructures and Core
Telecommunication network is a significant advantage.
• Be willing to work and travel as part of an international team (maximum 5 days over 5 weeks).
• Must have strong communication skills in French and English, both verbal and written. Must be able to clearly
communicate with system integrator, sales and customer support team members to identify and resolve customer
challenges.
• Must enjoy interacting with customers to understand technical requirements, solve problems and manage
relationships.
• Must be process-oriented, rigorous and autonomous.