Global Integrated Solutions Support Engineer

EssilorLuxottica; Créteil; Vor Ort; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

EssilorLuxottica is seeking a Support Engineer for Satisloh Integrated Solutions to maintain deep knowledge of hardware, software, and integrations across global teams. You will enhance customer satisfaction by listening to feedback, triaging tickets, and driving improvements in documentation and processes.

Responsibilities include onboarding new customers, delivering training, and coordinating with development, support, and other Satisloh departments to ensure timely, compliant project delivery.

Qualifikationen

• Bachelor’s degree in computer engineering, systems engineering, electrical, or mechanical engineering preferred.
• 3+ years of software application support or IT systems service experience preferred.
• 10 years experience within the Ophthalmic industry.

Aufgaben

• Transform customer needs into functional specifications for the Software Development department.
• Oversee ticketing triage and escalation with Shared Services, regional tech teams, and Global Support.
• Monitor KPIs of the Integrated Solutions Support ticketing process for stakeholders.
• Manage assignment of support tickets according to workflows.
• Investigate suspected software bugs and report to dev through ADO.
• Propose new processes and tools to ease customer satisfaction.
• Lead knowledge base evolution and training material prioritization.
• Coordinate customer onboarding and software release feature training for IS products.

Kenntnisse

Excellent communication

Problem solving

Organizational skills

Independent worker

Team player

Windows Server basics

SQL Server & PostgreSQL

Networking basics

Technical writing

Jira

Ticketing systems (HDA/ADO)

Ausbildung

Bachelor’s degree in computer/electrical/mechanical engineering

Tools

Jira

HDA or ticketing system

ADO

Jobbeschreibung

EssilorLuxottica is seeking a Support Engineer for Satisloh Integrated Solutions to maintain deep knowledge of hardware, software, and integrations across global teams. You will enhance customer satisfaction by listening to feedback, triaging tickets, and driving improvements in documentation and processes.

Responsibilities include onboarding new customers, delivering training, and coordinating with development, support, and other Satisloh departments to ensure timely, compliant project delivery.