Technical support engineer M/F

Sagemcom; Dallas, Northern (TX, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid time off

Job summary

Sagemcom’s Smart Metering team in North America, based in Dallas, seeks a Technical Support Engineer to act as the primary technical interface for our North American customers and to ensure end-to-end solution operation in collaboration with global R&D teams.

You will support both production and test environments, coordinate incident resolution with offshore teams, and travel within North America to customer sites as needed.

Qualifications

• Experience supporting production environments and customer-facing incidents.
• Hands-on Linux (RedHat/CentOS) experience is required.
• Familiarity with network protocols (TCP/IP, TLS) and security concepts.
• Strong communication and collaboration with international teams.

Responsibilities

• Serve as the main technical point of contact for customer operational teams.
• Analyse tickets and incidents and verify alignment with specifications.
• Investigate issues using logs, traces, monitoring tools to restore IT services quickly.
• Collaborate with offshore R&D teams (France, Tunisia, Hungary) throughout resolutions.
• Ensure compliance with SLAs and provide Level-2 support for the end-to-end solution.
• Support the customer’s testing and validation teams during BUILD phase.
• Run integration tests between Sagemcom systems and customer IT systems.
• Perform functional and qualification tests on the customer’s test platform.
• Monitor progress of integration and acceptance testing; document results and share follow-up.

Skills

Linux

Distributed systems

Troubleshooting

Network security

Customer-facing

Communication

Tools

Linux (RedHat/CentOS)

Monitoring tools

Job description

Who are we? You will join Sagemcom's Smart Metering organisation in North America, based in Dallas, and work in close collaboration with our global R&D teams located in France, Tunisia and Hungary. Sagemcom develops and deploys end-to-end Smart Metering solutions combining connected electricity, water and gas meters, communication networks and the SICONIA information system, deployed on cloud or on-premise infrastructures. North America is a strategic growth region for Sagemcom Energy. Following the award of a first major smart metering project in Canada, Sagemcom is strengthening its local Engineering and R&D capabilities to support current and future deployments across Canada and the United States. As part of the local Solutions team, you will work closely with customers, project managers, business teams and global R&D experts to ensure successful solution integration and operations.

Why joining us?

• Contribute to large-scale smart metering deployments across North America
• Work on modern IoT, Cloud and distributed system technologies
• Gain autonomy in a local organisation while being supported by experienced global R&D teams
• Develop strong expertise on end-to-end smart metering solutions and system integration
• Work directly with customers and play a key role in project success
• Join an international and collaborative environment

As a Technical Support Engineer, you act as the primary technical interface for our North American customers.

You support both production and test environments, ensuring proper operation of the full end-to-end solution and coordinating incident resolution with offshore teams.

Main Activities:

1) Production Environment (RUN)

• Serve as the main technical point of contact for customer operational teams
• Analyse tickets and incidents, verify alignment with specifications
• Investigate issues (logs, traces, monitoring tools, network captures) to diagnose and restore IT services as quickly as possible
• Collaborate with offshore R&D teams (France / Tunisia / Hungary) throughout the resolution process
• Ensure compliance with contractual Service Level Agreements (SLAs)
• Provide Level-2 support for the full end-to-end solution (information system + connected meters)

2) Test & Integration Environment (BUILD)

• Support the customer’s testing and validation teams
• Run integration tests between Sagemcom systems and customer IT systems
• Perform functional and qualification tests on the customer’s test platform
• Monitor progress of integration and acceptance testingDocument test results and share clear follow-up with internal and customer teams

Specific Conditions

• Regular travel within North America, particularly to customer sites in Canada (Ontario)
• During project integration, testing and acceptance phases, extended on-site assignments of several weeks may be required
• Close collaboration with distributed teams located in France, Tunisia and Hungary

Troubleshooting skills on distributed systems (server logs, monitoring tools, network captures).

Hands-on experience with Linux environments (RedHat / CentOS).

Solid understanding of network protocols and security principles (TCP/IP, TLS, PKI).

Ability to work effectively with international R&D teams.

Good communication skills and customer-facing experience.

Autonomy, attention to detail, structured approach to problem-solving.

Benefits:

• Paid time off