EMEA Technical Support Engineer — Complex Issues & Collaboration

Genetec; Paris; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

Genetec, a global Canadian company, delivers security, intelligence and operations solutions for transportation, education, and government. Our 1800-strong team collaborates across Sales, R&D, Professional Services to deliver outstanding service in the EMEA region.

We seek a T2 Support Engineer to own escalations, diagnose complex issues, and work with R&D to improve our Genetec Security Center and related software.

Qualifications

• Degree in Computer Science, Electronics, or equivalent experience.
• Fluent in English and French, written and verbal.
• Experience with Genetec Security Center is preferred.
• Able to visit customers on short notice when required.

Responsabilités

• Identify and take ownership of cases requiring escalation (technically complex, strategic, high-profile, or long-running customer cases).
• Diagnose and solve complex issues & service outages through remote assistance and other software tools.
• Conceptualize and articulate ideas clearly and concisely.
• Resolve problems in compliance with established processes.
• Collaborate with other T2, and engineers.
• Knowledgeable in basic tools required for the investigation process.
• Use of Performance Analysis and Troubleshooting tools under a Windows environment.
• Collaborate with R&D team to resolve issues.
• Assist other teams within the organization with information sharing and technical coaching.
• Assist with the creation of technical documentation and knowledge base articles.
• Contribute to the evolution of our software and Support processes.
• Take part in the elaboration of technical documentation and knowledge base articles.
• Ability to work in a dynamic and innovative environment on a rapidly evolving product.
• Maintain an open line of communication with our customers while ensuring root cause analysis.

Connaissances

Genetec Security Center

Microsoft OS

TCP/IP networking

Microsoft SQL

Troubleshooting

English & French

Formation

Degree in Computer Science or equivalent

Outils

Sysinternals

PerfMon

Wireshark

PowerShell

SSMS

Description du poste

Genetec, a global Canadian company, delivers security, intelligence and operations solutions for transportation, education, and government. Our 1800-strong team collaborates across Sales, R&D, Professional Services to deliver outstanding service in the EMEA region.

We seek a T2 Support Engineer to own escalations, diagnose complex issues, and work with R&D to improve our Genetec Security Center and related software.