Technical support engineer M/F

Sagemcom is a ground-breaking technology integrator in telecoms and energy. Sagemcom's teams all over the world continuously strive to innovate on their various markets and are committed to delivering made-to-measure and responsible solutions every day that meet the needs of telecoms operators and utilities.Today, our Group is:* The worldwide N°1 provider of broadband solutions (Internet boxes and the associated software services)* The leading provider of audio-video solutions (4K video hubs and the Video SoundBox™ )* The leading European provider of smart grid solutions (smart meters, smart grids, rural electrification, IoT)Sagemcom posted €2,3 billion of revenues in 2024. The headcount of 6,500 employees works in more than 50 countries. Sagemcom strives every day to honour its commitment to societal and environmental responsibility, as part of its continual improvement policy. This is the reason why Sagemcom became a "mission-driven company" at the start of January 2022.Do you want to join us?Sagemcom is looking for job applicants in R&D, business, purchasing and support. People who are agile and like to be independent in agile organisations, who enjoy travelling and have their fair share of creativity, will achieve self-fulfilment in this industrial group that manufactures high-technology products!Who are we?You will join Sagemcom's Smart Metering organisation in North America, based in Dallas, and work in close collaboration with our global R&D teams located in France, Tunisia and Hungary.Sagemcom develops and deploys end-to-end Smart Metering solutions combining connected electricity, water and gas meters, communication networks and the SICONIA information system, deployed on cloud or on-premise infrastructures.North America is a strategic growth region for Sagemcom Energy. Following the award of a first major smart metering project in Canada, Sagemcom is strengthening its local Engineering and R&D capabilities to support current and future deployments across Canada and the United States.As part of the local Solutions team, you will work closely with customers, project managers, business teams and global R&D experts to ensure successful solution integration and operations.Why joining us?- Contribute to large-scale smart metering deployments across North America- Work on modern IoT, Cloud and distributed system technologies- Gain autonomy in a local organisation while being supported by experienced global R&D teams- Develop strong expertise on end-to-end smart metering solutions and system integration- Work directly with customers and play a key role in project success- Join an international and collaborative environmentAs 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 teamsAnalyse 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 teamsSpecific 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 HungaryTroubleshooting 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.Sagemcom est une entreprise handi-accueillante.Benefits :· 401(k)· Health Insurance· Dental insurance· Vision insurance· Paid time off