Technical support engineer H/F

Informations générales Service de rattachement Partout dans le monde, grâce aux solutions innovantes conçues et fabriquées par ses équipes, Sagemcom permet au plus grand nombre d'accéder au haut débit Internet, aux divertissements, et à une énergie maîtrisée. Entreprise à mission depuis 2022, Sagemcom est leader technologique dans le monde des télécoms et de l'énergie, et ses équipes s'engagent chaque jour à fournir des solutions sur mesure et responsables, adaptées aux besoins de leurs clients opérateurs télécom et utilities.
Aujourd'hui, notre Groupe est :
• Numéro 1 mondial des solutions haut débit (box internet et services logiciels associés)
• Leader technologique des solutions audio-vidéo (hubs vidéo 4K et Video SoundBox )
• Leader européen des solutions smart-grid (comptage communicant, réseaux intelligents, électrification rurale, IoT)
En 2024, Sagemcom a réalisé un chiffre d'affaires de 2.3 milliards d'euros, et s'appuie sur 6 500 collaborateurs répartis dans plus de 50 pays.
Intégrer le groupe Sagemcom, c'est rejoindre un groupe de dimension internationale, où vous pourrez chaque jour relever de nouveaux défis. Si le travail en équipe, l'agilité, la créativité et les nouvelles technologies vous intéressent, rejoignez l'aventure ! " Référence Titre du poste

Technical support engineer H/F

Contrat

CDI

Description de l'équipe

You will join Sagemcom's local Smart Metering team in Melbourne, working in close collaboration with our global R&D organisation distributed across France, Tunisia and Hungary.
Sagemcom develops and deploys Smart Water and Smart Metering solutions, combining connected meters with the SICONIA information system hosted on cloud infrastructure.
Australia is an important region for Sagemcom, with several Smart Water projects currently being deployed using NB IoT networks and our cloud based SICONIA platform.
As part of the local team, you will work directly with customer technical teams, field engineers, and offshore R&D experts to ensure smooth operations and high quality system performance.

Description de la mission

As a Technical Support Engineer, you act as the primary technical interface for our Australian 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

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

Sagemcom est une entreprise handi-accueillante.

Ce que vous trouverez chez Sagemcom :

Why joining us:
- Contribute to meaningful national smart metering programs
- Work on modern IoT, Cloud and distributed system technologies
- Gain autonomy in a local environment while being supported by experienced global R&D teams
- Develop strong expertise on end to end system operation and integration
- Join a multicultural and cooperative team with flexible work practices
- Take on a visible role with direct impact on customer satisfaction

Localisation du poste

Océanie, Australie, Melbourne