For our prestigious multinational clients, in the IOT field, we are looking for:

CUSTOMER SUPPORT ENGINEER

The Candidate is part of the Marketing & Customer Support group (MCS): acting as Company’s customer-facing hub, the group covers the whole Customer Journey through its marketing & communications, product management, and customer service teams. Working closely with sales and directly with customers on one hand, and with product management and R&D on the other hand, the Customer Service team plays a key role in enabling Customers’ goals through the Company’s technology, and in advocating for Customers’ challenges and needs in the Company.

The customer support engineer role is a highly receptive one. It is involved with departments such as product management, project management, innovation, sales, R&D, and production BU, and faces external consultants, suppliers, and partners besides customers.

Areas of activity: project management, network design, incidents processing, training development and delivery, software quality assurance support, customer accounting, and technical writing.

This role requires a candidate comfortable in practically executing technical day-to-day activities as well as interacting at a strategic level with critical thinking and the ability to precis.

Main responsibilities

• Support the pre-sales phase by interacting with sales reps and customers to define the best possible project design, solve technical complexities and minimize project risks
• Contribute to or coordinate customer projects from project inception to product configuration, project installation, deployment and commissioning, while managing and synchronizing other parties involved (group companies, system integrators, partners, installers, …),
• Support the onboarding phase helping the customer’s smooth familiarization with technology and ensure the customers achieve the full value of technology and solutions
• Perform operation & maintenance, directly managing customer’s support requests, either on field or remote
• Contribute customer voice and inputs from field to product management, thus providing relevant information for the product and technical development
• Perform presentations, trainings and demos to customers, partners and users
• Contribute and participate to the Company’s project development teams and support quality assurance department as customer advocate in the definition of use cases, field product use and challenges, user acceptance testing
• In case of technical issues, support root cause analysis and fault resolutions, provide recommendations and workaround, and to handle the RMA proces

Qualifications and experiences

• 5 years of proven and relevant experience
• University degree in  Engineering
• Good knowledge of Linux shell and scripting languages (e.g., Python, Bash, .)
• Good knowledge of IP networking and device configuration such as switches/routers
• Basic usage of most common programming languages (C/C++, PHP, Java, ...)
• Knowledge of databases (MySQL, Kudo, and mini-io, …)
• Understanding of electronics, and wireless communication technologies
• Proficient in English