Technical support engineer H/F

SAGEMCOM; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Sagemcom invites a Technical Support Engineer to join our Melbourne team, acting as the primary technical interface for Australian customers. You will support production and test environments, diagnose incidents, and coordinate with offshore R&D teams to ensure high-quality system performance across NB-IoT networks and cloud-based SICONIA.

You will collaborate with customer technical teams and field engineers, contributing to smooth operations, SLA adherence, and ongoing deployment of

Qualifications

• Troubleshooting distributed systems using logs and traces.
• Hands-on experience with Linux environments (RHEL/CentOS).
• Strong knowledge of TCP/IP, TLS and PKI security.
• Ability to work with international R&D teams.
• Excellent communication and customer-facing skills.
• Autonomy, attention to detail and structured problem solving.

Responsibilities

• Act as primary technical interface for Australian customers in production and test environments.
• Coordinate incident resolution with offshore R&D teams and ensure SLAs are met.
• Provide Level-2 support for end-to-end solution (information system + meters).
• Run integration tests between Sagemcom systems and customer IT systems (BUILD).
• Document test results and share clear follow-ups with internal and customer teams.
• Collaborate with customer technical teams and field engineers to ensure smooth operations.

Skills

Distributed systems troubleshooting

Linux (RHEL/CentOS)

Networking protocols (TCP/IP, TLS, PKI

Customer-facing communication

Autonomy & problem solving

International collaboration

Tools

Monitoring tools

Log analysis tools

Job description

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.

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

Profile :

• 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
• 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