Support Engineer

Job Summary:

This position requires the candidate to be a engineer and to have sufficient technical expertise to address technical problems in different domains of IOT (Telecom, connectivity, cloud, device ...) as well as an excellent ability to communicate directly with customers. Demonstrate an excellent ability to learn & transfer knowledge on IOT and Cloud platform.

Responsibilities:

• Handle all types of technical support issues in direct contact with the customer

• Effectively manage a variety of technical support issues in a fast pace, growing organization

• Analyze logs / Perform and analyses network traces / Troubleshoot / Reproduce problems

• Resolve problems or find a workaround solution.

• Support the operations of wireless networking solutions and management platform.

• Handle customer requests daily using the Semtech corporate ticketing system Maintain accurate and current notes using ticketing systems: Salesforce, JIRA etc. (50%)

• - Handle internal tickets for troubleshooting at Level 3 and Follow up on issue until resolution with the collaboration of Level 3 specialists and third-party partner. (20%)

• Collaborate with team-members, field support staff and engineers to isolate problems and implement solutions. (10%)

• Ensure that customers and management team are kept informed of the status and progress of support tickets. (10%)

• Monitor network status using Sierra Wireless’ network management products. (5%)

• Customer centric: this position requires a genuine interest in “wanting to help” the customers for implementation and support of their solution (5%)

Minimum Qualifications:

Required Education, Experience and Competencies Global Telecom & IoT:

• A first experience in Engineering or Technical Support role

• Knowledge of Telecoms, especially core mobile network: SS7, Sigtran, Diameter protocols

• Knowledge of TCP/IP protocols

• Knowledge of cloud platform architecture and AWS managed Services

• Experience in scripting programming language (python, perl, bash, …)

• Knowledge of network monitoring tools (grafana, Zenoss, kibana, …)

• Log analysis (syslog) and network traces analysis tools (wiresharks, tcpdump)

• Good level of English (Written – Spoken)

• French speaking

• Bachelor’s degree in Computer Science, Information Technology.

Desired Qualifications

• Theoretical and operational knowledge of network operation and system administration (tools, processes, metrics)

• Elastic search / Splunk knowledge/ loggly

• Experience working on MVNO network. Network architecture knowledge.

• Modem configuration with AT commands.

• Routers/switches configuration. Firewalls and VPN setup