Customer Service Engineer F/H

About Us

Broadpeak designs video delivery softwares for Content Providers and Network Service Providers deploying IPTV, Cable, Satellite, OTT and mobile services. We supports all of our customers worldwide, from simple installations to large delivery systems reaching capacities of several million of simultaneous streams (sport games/series/movies).

Our head office is located in Rennes, and we have branches in Singapour, Denver and Ottawa, as well as a global worldwide presence in more than 20 countries!

The fast-growing global company focuses on delivering innovative solutions for its customers, adapting to a rapidly-changing industry. To do so, the company relies on a team of highly skilled professionals, working in an agile environment. Broadpeak has already won more than 30 rewards for its innovation and performance skills.

Our solutions, the company results and our way of working reflect well our core values: We innovate, We perform, We care, We are transparent, We are easy to work with !

And it’s not all about work! From poker games to barbecue parties, and outdoor running sessions – you won’t regret joining the multicultural team and will for sure enjoy the friendly atmosphere!

Context and Missions

The candidate will be responsible for providing technical support to Broadpeak customers: diagnosing, troubleshooting, repairing and debugging complex system problems involving Broadpeak and associated equipment.

The role requires close liaison with external customers and with specialists in the Broadpeak internal Engineering, Operations & Sales departments.

The candidate will integrate a Team of 10 engineers based in Rennes, France .

Main Responsibilities

• Provide first and second level support to customers.(Telecom Operators and Broadcasters).
• Be the primary contact for Broadpeak customers and for Broadpeak Support for escalation of support issues and follow through to resolution.
• Ensure the compliance to the SLA contractual commitments towards our customers in terms of response time, service continuity and final resolution delay.
• Perform regular preventive maintenance tasks to maximize our customer’s Quality of Service, and pro-actively propose improvement solutions.
• Report and track design, reliability and maintenance problems or bugs to design/software engineering.
• Upon request, manage on-site installation, commissioning and training services for new customers.

Technical Requirements

• University degree in computer science, electronic engineering or telecommunications related field.

• Minimum 3 years of direct experience in a technical support organization in a broadcast, communication, satellite, cable, telco or a similar networking environment (B2B).
• Fluency in oral and written English.

Significant expertise in the following areas is desirable :

• Linux  servers
• System and Storage architecture
• IP network (including protocols, security and analysis tools)
• Deep understanding of streaming video and OTT technologies including HLS, DASH.

Following knowledge will be also appreciated:

• Streaming video technologies and ecosystem
• Script development (Bash, python, perl…)
• Shared storage system

Soft Skills

• Positive and enthusiastic team player
• Good problem investigation and solving skills
• High sense of customer care
• Technical perseverance
• Able to operate with minimal supervision and wide latitude for independent action

Langues souhaitées

• Anglais - Niveau avancé
• Français - Niveau avancé

Réf: 2047eb08-b542-4031-b2db-cb800d0e404a