Customer Support Engineer - Modulation Components – F/M

Exail; Besançon; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A global tech company in Besançon seeks a Customer Support Engineer to provide technical assistance and support for photonics products. The ideal candidate will have a degree in photonics or a related field and a strong service-oriented mindset. Responsibilities include responding to customer inquiries, conducting installations, and collaborating with cross-functional teams for ongoing improvement. Fluency in English is required.

Qualifications

• Understanding of electro-optical modulation and RF signal processing.
• Fluent in English with excellent verbal and written skills.
• Service-oriented mindset with a results-driven approach.

Responsabilités

• Respond to customer inquiries via hotline and email.
• Conduct installations and provide technical assistance.
• Collaborate with sales and project teams.

Connaissances

Analytical skills

Problem-solving skills

Communication skills

Technical curiosity

Formation

Engineering or Master's degree in photonics

Description du poste

Overview

Become part of a global network of over 40 support engineers at the heart of Exail operations. With diverse technical backgrounds and expertise, our team works closely with customers—both remotely and on-site—to support every stage of Exail product integration and operation.

This unique position offers hands-on experience with the full range of Exail photonics products, including fiber electro-optic modulators, RF drivers, and modulator bias controllers.

Based in our Besançon office, within the Modulation Solution division, you will contribute to delivering support, helping customers achieve their daily objectives with prompt, accurate, and reliable assistance. Whether they need simple advice or deeper technical insights, you’ll be their go-to expert.

About The Modulation Solution Division

Our division specializes in the production of electro-optic modulators, matching components, and complete system solutions. Our customers, ranging from academia to industry, use our technologies in fields such as:

• Quantum technologies
• Telecommunications
• Sensing
• Medical
• Scientific research
• Aerospace

You’ll be part of a dynamic team of around 100 people within the Modulation Solutions Division, based in Besançon, bringing together expertise in optics, lasers, electronics, computing, systems, instrumentation, and mechanics.

Your Responsibilities

Product Scope

• Electro-Optic Modulators: Control phase, intensity or polarization of light; support analog, digital, and pulse protocols.
• RF Drivers: Amplify and condition electrical signals for light modulation.
• Modulator Bias Controllers (MBC): Automatically adjust intensity modulators.

Customer Support

• Remote Support: Respond to hotline and email inquiries.
• Document, analyze, and resolve customer claims.
• Maintain records in the support database.
• Create technical documentation (FAQs, manuals, notes, knowledge base).
• On-Site Support: Conduct installations, commissioning, training, demos and technical assistance.
• Perform in-situ maintenance and service operations.
• Prepare, execute, debrief and report on field missions.

Internal Collaboration

• Work with cross-functional teams to resolve support cases.
• Assist sales and project teams with pre-sales and post-sales activities.
• Support factory maintenance and customer follow-up.
• Collaborate with product teams to enhance knowledge and feedback loops.
• Teamwork & Continuous Improvement: Engage in ongoing internal and self-directed training.
• Improve back-office support procedures and tools.
• Share knowledge and develop skills within the team.

Profil De Candidat Recherché

• Engineering or Master degree in photonics, optoelectronics, fiber optics, or related fields.
• Experience or strong motivation to grow in photonics technologies.
• Service-oriented mindset with a results-driven approach.
• Strong analytical and problem-solving skills.
• Self-motivated, technically curious, and independent.
• Fluent in English. Excellent verbal and written communication skills.
• Comfortable working in multicultural environments.

The ideal candidate possesses a understanding of electro-optical modulation, RF signal processing, and electronic circuit design. They demonstrate strong interpersonal skills, are open to discussion, and interact confidently with both colleagues and customers. Proactive and solution-oriented, they approach challenges as opportunities for growth rather than obstacles.