Technical Support Engineer

SAGEMCOM; Richardson (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Sagemcom is seeking a Technical Support Engineer based in Dallas, North America, to serve as the primary technical interface for customers. You will support production and test environments, coordinate with global R&D teams, and ensure the smooth operation of end-to-end Smart Metering solutions.

The role combines troubleshooting, customer support, system integration, testing, and validation activities, interfacing with international teams to resolve incidents quickly and to uphold SLAs.

Qualifications

• Master's degree or equivalent in a technical field.
• 2–5 years in technical support, application support, or system integration.
• Solid Linux and networking fundamentals with security awareness.

Responsibilities

• Provide Level-2 technical support for North American customers across production and test environments.
• Coordinate incident resolution with R&D teams in France, Tunisia, and Hungary.
• Analyze incidents and verify system behavior against functional specifications.
• Perform integration testing between Sagemcom platforms and customer IT environments.
• Document test results and report findings to customers and internal teams.

Skills

Linux

TCP/IP

TLS

PKI

Security basics

System logs

Network captures

Diagnostic traces

Enterprise apps

Technical support

Education

Master's Degree in Engineering/CS/IS/Telecommunications

Job description

Join Sagemcom's Smart Metering organization in North America and contribute to the deployment of innovative smart metering solutions across Canada and the United States.

Based in Dallas, you will collaborate closely with international R&D teams located in France, Tunisia, and Hungary to support the delivery of large-scale utility projects. Sagemcom develops end-to-end Smart Metering solutions combining connected electricity, water and gas meters, communication networks, and the SICONIA information system deployed in cloud or on-premise environments.

Following the award of a major smart metering project in Canada, Sagemcom is expanding its local Engineering and R&D capabilities to support current and future deployments throughout North America.

Position Overview:

As a Technical Support Engineer, you will serve as the primary technical interface for North American customers. You will support both production and test environments, ensuring the successful operation of Sagemcom's end-to-end Smart Metering solution while coordinating incident resolution with global engineering teams.

The role combines technical troubleshooting, customer support, system integration, testing, and validation activities.

Key Responsibilities

Production Support (RUN)

• Act as the primary technical contact for customer operational teams.
• Analyze customer incidents and support tickets.
• Verify system behavior against functional specifications.
• Investigate issues using:
• Monitoring tools
• Network traces
• Packet captures
• Diagnose root causes and restore service as quickly as possible.
• Coordinate issue resolution with R&D teams located in France, Tunisia, and Hungary.
• Ensure compliance with contractual Service Level Agreements (SLAs).
• Provide Level-2 support for the complete Smart Metering solution, including:
• Information systems
• Connected smart meters
• Communication infrastructure

Test & Integration Support (BUILD)

• Support customer validation and testing teams.
• Execute integration testing between Sagemcom platforms and customer IT environments.
• Perform functional, qualification, and acceptance testing.
• Monitor integration, validation, and acceptance activities.
• Document test results and provide follow-up reporting to both customers and internal teams.

Required Qualifications

Education

• Master's Degree in Engineering, Computer Science, Information Systems, Telecommunications, or a related technical field.

Experience

• 2 to 5 years of experience in technical support, application support, system integration, validation, or a related engineering role.

Technical Skills

• Hands-on experience with Linux environments (RedHat, CentOS, or equivalent).
• Strong understanding of:
• TCP/IP networking
• TLS
• PKI
• Security fundamentals
• Experience analyzing:
• System logs
• Network captures
• Diagnostic traces
• Knowledge of enterprise application environments and system integration practices.