Description du poste

Titre du poste

Technical support engineer M/F

Contrat

CDI

Description de la mission

As a Technical Support Engineer, you act as the primary technical interface for our North American customers.

You support both production and test environments, ensuring proper operation of the full end-to-end solution and coordinating incident resolution with offshore teams.

Main Activities:

1) Production Environment (RUN)

- Serve as the main technical point of contact for customer operational teams
Analyse tickets and incidents, verify alignment with specifications

- Investigate issues (logs, traces, monitoring tools, network captures) to diagnose and restore IT services as quickly as possible

- Collaborate with offshore R&D teams (France / Tunisia / Hungary) throughout the resolution process

- Ensure compliance with contractual Service Level Agreements (SLAs)

- Provide Level-2 support for the full end-to-end solution (information system + connected meters)

2) Test & Integration Environment (BUILD)

- Support the customer's testing and validation teams

- Run integration tests between Sagemcom systems and customer IT systems

- Perform functional and qualification tests on the customer's test platform

- Monitor progress of integration and acceptance testing

- Document test results and share clear follow-up with internal and customer teams

Specific Conditions

- Regular travel within North America, particularly to customer sites in Canada (Ontario)

- During project integration, testing and acceptance phases, extended on-site assignments of several weeks may be required

- Close collaboration with distributed teams located in France, Tunisia and Hungary

Profil recherché :

Troubleshooting skills on distributed systems (server logs, monitoring tools, network captures).

Hands-on experience with Linux environments (RedHat / CentOS).

Solid understanding of network protocols and security principles (TCP/IP, TLS, PKI).

Ability to work effectively with international R&D teams.

Good communication skills and customer-facing experience.

Autonomy, attention to detail, structured approach to problem-solving.

Ce que vous trouverez chez Sagemcom :

Benefits :
• 401(k)
• Health Insurance
• Dental insurance
• Vision insurance
• Paid time off

Localisation du poste

Localisation du poste

Amériques / Caraibe, Etats Unis, Dallas