Support Engineer
4 weeks ago
Who are We
Broadpeak designs video delivery softwares for Content Providers and Network Service Providers deploying IPTV, Cable, Satellite, OTT and mobile services. We supports all of our customers worldwide, from simple installations to large delivery systems reaching capacities of several million of simultaneous streams (sport games/series/movies).
- We are international: Our headquarter is in Rennes (France), but we have branches in Denver, Singapore and Ottawa and colleagues over the world.
- We are innovative : The fast-growing global company focuses on delivering innovative solutions for its customers, adapting to a rapidly-changing industry. To do so, the company relies on a team of highly skilled professionals, working in an agile environment.
- We have core values that we truly respect while working here: We innovate, We perform, We care, We are transparent, We are easy to work with
- We are a multicultural : a team of 350 men and women engineers from diverse backgrounds who like to share ideas, take technical challenges but also share good time together to celebrate success
Who are we looking for
Support Engineers play a key role as the front-line interface between our customer and the Product & Engineering team and operate as a second level of support after basic user-level support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements.
The candidate will be responsible for providing technical support to Broadpeak customers who are diagnosing, troubleshooting, repairing and debugging complex system problems involving Broadpeak and associated equipment.
The candidate will also participate in after-sales systems installation & integrations (commissioning, acceptance, and training) in customer premises and demonstrations of Broadpeak systems to prospective customers and partners.
The role requires close liaison with external customers and with specialists in the Broadpeak internal Engineering, Operations & Sales departments.
Who will you work with
The candidate will integrate a Team of 10 people, which daily works in close interactions with our internal Level 1 and 3 support, R&D and Project Teams.
What will my day be like
- Level 2 Support
- Detection, characterization, summarizing of incidents.
- You will closely follow the resolutions and apply corrective plan to guarantee customers' satisfaction.
- Internal and external customer representative
- You will work closely with your teamates and our international teams to handle complex situations.
- Be the primary contact for Broadpeak customers and for Broadpeak Support for escalation of support issues and follow through to resolution.
- Ensure the compliance to the SLA contractual commitments towards our customers in terms of response time, service continuity and final resolution delay.(using our Tool Salesforce).
- Day to Day Operations
-Plan and carry out scheduled operations.
-Perform regular preventive maintenance tasks to maximize our customer's Quality of Service, and pro-actively propose improvement solutions.
-Perform regular preventive maintenance tasks (configuration updates, patchs...)
-Technical documentation writing and reportings, both internally and for our customers.
-Report and track design, reliability and maintenance problems or bugs to design/software engineering.
What are the requirements for this position
- University degree in computer science, electronic engineering or telecommunications related field.
- A solid direct experience in a technical support organization in a broadcast, communication, satellite, cable, telco or a similar networking environment would be appreciated.
- Fluency in oral and written English.
This role is customer facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical (P1) incidents.
The + that will give you advantage for this position
- Linux servers systems skills
- System and storage architecture
- IP network (including protocols, security and analysis tools)
Knowledge of the following technical backgrounds:
- Streaming video technologies and ecosystem
- Script development (Bash, python)
- Shared storage system
You will be definitely the right candidate if:
-You are a strong and positive team player (easy to work with is one of our essential value).
-You have a high sense of customer care.
-You have strong problem solving skills (flexible, self motivated, able to set priorities).
Working Conditions:
-On site position (International Headquarter in our Rennes Office or Local Dubai Office)
-On call duties out of business hours depending on the Team schedule
The Broadpeak +
- A great international working environnement with friendly people who believe in their company values.
- Amazing new facilities and international Headquarter moving in January 2024.
- A transparent and easy recruitment process .
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