Technical Support Engineer

Broadpeak; Bretagne; On-site; EUR 40,000 - 52,000; Full time

Job summary

Broadpeak, headquartered in Rennes, France, is seeking an EMEA Technical Support Engineer to join a diverse and global team delivering video delivery software for OTT services.

You will troubleshoot QoE for TV streaming, manage tickets with SLAs, and collaborate with R&D and systems engineers to resolve challenges. The role includes proactive workarounds and on-site installations as needed.

Qualifications

• Diploma or degree in computer networking, ICT, or a technical field.
• Experience in international customer-facing role within a software company.
• Proficient in Linux and hardware debugging.
• Full professional English language skills.
• Knowledge of IP networks administration.
• Familiarity with Nginx, OpenSearch, Prometheus, and high-availability technologies.

Responsibilities

• Technical support: troubleshoot issues to ensure QoE in video delivery networks for EMEA.
• Manage support requests via ticketing system with SLAs.
• Collaborate with R&D and Systems Engineers and third parties to resolve issues.
• Be proactive in elaborating workaround based on customer impact.
• Customer care: act as internal tech contact and maintain SLA compliance.
• Continuous improvement: preventive maintenance, on-site installations, reporting bugs, documenting knowledge base.

Skills

Customer facing

English fluency

Linux debugging

IP networks

Nginx/OpenSearch/Prometheus

Education

Diploma in computer networking / ICT or technical field

Tools

Nginx

OpenSearch

Prometheus

HA technology

Job description

Broadpeak designs video delivery softwares for Content Providers and Network Service Providers deploying OTT and mobile services. We supports all of our customers worldwide, from simple installations to large delivery systems reaching capacities of several million of simultaneous streams (sport games/series/movies).

• We are international: Our headquarter is in Rennes (France), but we have branches in Denver, Singapore and Ottawa and colleagues over the world.
• We are innovative : The fast-growing global company focuses on delivering innovative solutions for its customers, adapting to a rapidly-changing industry. To do so, the company relies on a team of highly skilled professionals, working in an agile environment.
• We have core values that we truly respect while working here: We innovate, We perform, We care, We are transparent, We are easy to work with !
• We are a multicultural : a team of 300 men and women engineers from diverse backgrounds who like to share ideas, take technical challenges but also share good time together to celebrate success!

We are looking for our next EMEA technical support engineer who is comfortable working in a diverse, flexible and dynamic video environment, eager to contribute to the growth of our global support function.

Joining our support team is joining an environment where there is no routine !

Who you will work with?

A friendly team of 10 support experts offering great technical assistance to our customers while caring about yourteammates to solve problems effectively together.

What will my day be like?

Technical Support (investigation and incident resolution)

• Troubleshoot technical issues ensuring QoE in TV massive Video Streaming delivery networks for EMEA customers.
• Manage support requests via our ticketing system, ensuring timely follow-ups and adherence to SLAs.
• Collaborate with internal teams (R&D, Systeme Engineers) and third parties to resolve technical challenges effectively.
• Be flexible to elaborate pro‑active workaround based on customer impacts.

Customer Care Representative

• Be the technical customer representative internally and the technical point of contact for your customers.
• Build and maintain a trusted partnership by holding regular/weekly meetings as well as ensuring compliance to the SLA commitments in terms of response time.
• Maintain the customer database information up to date.

Continuous improvement missions

• Perform regular preventive maintenance tasks and propose performance improvements.
• Manage on site installations, commissioning and training services upon request.
• Report as well as track bugs and maintenance problems.
• Prepare accurate and timely reports.
• Document technical knowledge‑base.

What are the requirements?

• Hold a computer networking, ICT or technical related field diploma or degree.
• Previous experience(s) of international customer facing position in a software company.
• Linux and HW debugging skills .
• Full professional English.
• IP networks administration
• Applicative: Nginx, OpenSearch, Prometheus, HA technology

The + that will give you advantage for this position?

• B2B experience
• Web service-based application skills
• DASH, HLS

Working Conditions

-Position based in our headquarter in France.

-Ability and willingness to work on occasional weekends, public holidays, after hours, and shifts.

You will be definitely the right candidate if:

You want to evolve in a friendly and supportive environment where autonomy and initiatives are encouraged.

You have a collaborative and helpful mindset with a focus on always working as a team (easy to work with is one of our essential value !).

You have a high sense of customer care.

You have strong problem solving skills (flexible,self-motivated,able to set priorities).

Self-learning and autonomy are your motivational goals.

A warm and friendly environment providing

A brand new building located in a dynamic district, 1mn walk away from the subway.

An active social committee which regularly offers collective activities and advantages.

Our own sportive association as well as equipment in our building together with regular outdoors sessions.

Regular gatherings for breakfasts and internal celebrations (BBQ/afterworks)

We are committed to fostering diversity and inclusion within our workplace as we value the unique perspectives and experiences that individuals from all backgrounds bring to our team. We are dedicated to providing equal employment opportunities to all candidates, regardless of their background or abilities, and our commitment to inclusion is reflected in our policies, practices, and workplace culture.