Technical Support Engineers F/H

About Us

Broadpeak est une entreprise Rennaise qui conçoit des solutions logicielles vidéos pour des grands opérateurs et fournisseurs de contenus reconnus à travers le monde, afin que chacun accède à son contenu favori et puisse le visionner avec une qualité incomparable.

Nous accompagnons et soutenons nos clients internationaux aussi bien dans la mise en place de systèmes simples que de solutions complexes et innovantes, capables d'atteindre plusieurs millions de streams simultanés lors de grands évènements sportifs, musicaux, cinématographiques...

• Nous sommes internationaux(ales) : présents dans une vingtaine de pays, notre nouveau siège sera inauguré en janvier 2024, en face du métro de la via Silva , en plein cœur de la Tech Rennaise.
• Nous sommes innovant(e)s: forts d'une quinzaine de famille de brevets déposés, l'innovation est notre ADN. Ce que nous proposons à nos clients: des solutions innovantes, performantes et toujours plus respectueuses de l'environnement.
• Nous avons des valeurs fortes et qui vivent au quotidien : We are transparent, We care, We perform, We innovate and We are easy to work with.
• Nous sommes multiculturels(les): nous sommes une équipe de 350 femmes et hommes ingénieurs(es) de divers horizons et cultures; qui aimons partager des idées, relever des challenges techniques en équipe; mais aussi partager et célébrer les bons moments ensemble!

Nombreuses sont les opportunités à saisir chez Broadpeak où le métier d’ingénieur(e) se décline en plusieurs services et spécialités (R&D, Opérations, Marketing Produit, Avant Ventes…)

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 software 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 second level support to customers :Telecom Operators and Broadcasters.
• Be the primary technical contact for Broadpeak customers
• Be the customer'representative internally: handle investigation of the issue, escalation (if needed) and follow through to resolution.
• Manage technically the account via regular meetings with customer engineers to maintain a continuous,trusted partnership with them
• 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.

• A first customer facing experience in a technical software  organization.
• Fluency in oral and written English.
• Experience in a broadcast, communication, satellite, cable, telco or a similar networking environment (B2B) would be a plus for this position.

Significant expertise in the following areas is desirable :

• Linux servers
• System and Storage architecture
• IP network (including protocols, security and analysis tools)

Following knowledge will be also appreciated:

• Understanding of streaming video and OTT technologies including HLS, DASH
• 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

The +

Broadpeak is committed to the well-being of its employees. The company has put in place several actions that you will benefit from:

• “K3 sport” association (running, pilates, badminton, PPG, swimming, climbing, tennis)
• Modern offices with foosball, darts, showers and lockers, restingroom, etc.
• Fun and relaxation: board game evenings, afterworks, massages, etc.
• Deliveries of lunch baskets, fruit baskets on site
• Shared library

Langues souhaitées

• Anglais - Niveau avancé
• Français - Niveau avancé

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