Applications & Technical Support Engineer

Pilz Australia Industrial Automation; City of Melbourne; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Autonomie dans l’environnement local

Équipe multiculturelle

Flexibilité du travail

Job summary

Sagemcom recherche un ingénieur support technique pour l’Australie, basé à Melbourne, en CDI. Vous serez l’interface technique principale pour les clients locaux, gérerez les environnements de production et de test, et coordonnerez les résolutions avec les équipes offshore.

Vous interviendrez sur les opérations informatiques end‑to‑end, assurerez le suivi des indicateurs SLA et travaillerez en étroite collaboration avec les équipes R&D réparties en France, Tunisie et Hongrie.

Qualifications

• Compétences de dépannage sur systèmes distribués.
• Expérience pratique des environnements Linux (RedHat / CentOS).
• Bonne compréhension des protocoles réseau et des principes de sécurité (TCP/IP, TLS, PKI).
• Capacité à travailler avec des équipes R&D internationales.
• Bonnes compétences de communication et expérience en relation client.
• Autonomie, rigueur et méthode dans la résolution de problèmes.

Responsibilities

• Servir de point de contact technique principal pour les équipes clients opérationnelles.
• Analyser les tickets et incidents, vérifier la conformité aux spécifications.
• Diagnostiquer les problèmes via logs, traces et captures réseau, et restaurer les services IT rapidement.
• Collaborer avec les équipes R&D à l’étranger jusqu’à la résolution.
• Assurer le respect des SLA contractuels et fournir le support Level-2.
• Accompagner les tests et l’intégration côté client et documenter les résultats.

Job description

Technical support engineer H/F

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

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)

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