Freelance - Senior Technical Support Engineer

We're looking for a Senior Technical Support Engineer for a 6-9 months full-time freelance mission in our Support Team .

Based in Paris region, you will play a key role in our team, as you will participate in the whole project lifecycle from the Planning to the Go-Live.

You will work very closely with our customers as well as Intersec's other departments such as R&D and Integration Engineering Team.

The primary objective of this role is to be the Technical point of contact for the customer account and diagnose/handle fault-related cases as per the contracted SLAs. Provides frequent updates to the customers and ensure effective communication. Monitor systems and act in a proactive manner.

The Technical Support Engineer is instrumental towards success of our projects

We are looking for someone with good time management, excellent communication skills, ability to deal with multiple tasks and solid problem-solving skills.

⏳Mission's timing

• Expected start date : Early September 2022
• Duration : 6-9 months Full-time

👥 The team

You'll join our team of 8, managed by Emilien (Support & Integration Director) and take part to Support activities together with Onur, Djibril, Nawaal, Victorien, Nicolas, Ahmed and Abubakr.

These awesome buddies are providing an outstanding technical support service to our customers world-wide.

💻 About remote

• The support team works in hybrid mode : at least 2 days at the office per week (Monday and Thursday)

⭐ Your missions as a Support Engineer :

• Troubleshoot and solve customer incidents within predefined SLAs and if needed co-working closely with other functional teams
• Proactively monitor customer environment using our internal tools and providing support advice.
• Ensure the customer tickets are resolved in a timely manner and customer is kept updated as the ticket progresses.
• Weekly as well as ad-hoc meetings with customer
• Identify cases which requires escalation and perform technical escalations in line with the company escalation procedure
• Collaborate to internal knowledge sharing
• Ability to take on-call responsibilities

👉 Curious about what we do at Intersec ?

• We're a team of +150, we have offices in Paris, Dubai, Singapore, Chicago 🌍
• We are a French SME that is revolutionising services for telecoms operators enabling them to find new sources of revenue (Big Data, Campaign manager, Geolocation, Location based advertising) through our innovative solutions.
• Intersec is also a leading player in the Public Safety 🚨, working with authorities and governments to provide secure technology for public interest.
• As a leading Fast Data company, Intersec's applications range from customer base management to location-based services and business analytics.
• Our big data platform handles billions of events per second, and processes 20% of the world's mobile data 📲 which means 1+ billion users. Our solutions are used in more than 80 countries on the 5 continents.
• Among our +100 clients, we work with stature Telecom operators such as Orange, SFR, Rogers, Moov, Telus, Telefonica, Mobinil...
• We're also very proud of the trust given by many governments (French, Croatia....) who choose to work with us.
• We believe geolocation data, real-time capabilities & 5G technology pave the way for huge possibilities and new usages for brands and citizens.

About you 💎

Technical skills

• At least 5 years experience as a Support Engineer in either software or telecom industry
• Very good knowledge of Linux operations and administration
• Solid experience handling critical linux environnements
• Very good knowledge and experience of bash scripting
• Hands on experience with Ansible
• IP network bases under Linux
• Analytic/ Trouble shooting competences
• Knowledge of Git (daily usage)
• Knowledge of VMware
• Knowledge of Python is a plus
• Knowledge of Containers/Kubernetes

General skills

• Fluent English and French
• Autonomous to problem solving and ramp up technical skills
• Ability to work under pressure and with calmness
• Team spirit, good people skills
• Excellent communication (oral and written)
• Adaptability
• Customer service oriented and be agile
• Interest in innovation and computer technologies

⚡️ Life @ Intersec

• We're technology freaks, big data, scalability, 5G, geolocation, AI, complex app and network architecture: you name it, we're here for the challenge 🤖 Intersec provides new product releases every quarter with new features and functionalities
• We believe in experts communities & shared innovation: we have or own hackathons, technical blog, and best practices rdv "the show&tell"
• As a Support Engineer you will act as a trusted advisor for our customers
• ☑️ We value : agility, team spirit, innovation and benevolence

• Diversity is at the core of our foundations: various employee cultures & backgrounds, markets, technical stack, clients typology

• Nice locations with great amenities (equipped leisure corner, gym, Company restaurant, equipped kicthen area)

This mission sounds like a match ? We'd love to meet you!