We are looking for a Senior Support Engineer to help build and support our rapidly expanding IoT installed-base.  You will be part of a dynamic team of motivated engineers delivering mission critical infrastructure in a growing IoT sector within smart-cities and major parking actors.

As a Senior Support Engineer

• Responsible for first and second line support towards customers worldwide.
• Analyze, solve, dispatch and coordinate on all trouble tickets and mails within SLA times, interfacing with customers on one hand and L3 R&D support on the other hand.
• Make sure that all issues are solved within the service-SLA's with regard to NPS, response times, time to repair and with a minimum of impact for the end-users.
• Monitor the health of the installed base – monitor and review the installed base configuration and adapt where required. Pro- actively check the installed base and detect potential issues.
• Inform customers continuously on the status of the problem in respect of the customer service level agreement.
• Operate the trouble ticketing tool generating KPI reports monthly and quarterly.
• Support system engineering with regression testing of new platform SW updates and bug fixes before introduction in life environment.
• Maintain documentation of projects and installations under support.
• Provide training to customers.
• Responsible for handover and acceptance of a project from technical delivery manager before launch.
• Must be willing to travel on-site, as required.

Educational Qualifications

• BS/MS degree in Engineering.

Desired Profile, Skills, and Experience

5+ years in relevant support and customer facing roles.

• Friendly, customer–oriented, enthusiastic.
• Solution oriented, self–learner.
• Ability to prioritize tasks, measure feasibility and consequences.
• Ability to engage with other people and work jointly towards a solution.
• Meticulous and systematic approach, process oriented.
• Good analytical skills to identify and understand the needs, making a good diagnosis before troubleshooting.
• You have a proven experience in customer relationship. The customer is in the heart of all your actions and you have a commercial flair.
• A “can do” individual and team-player, able to handle high pressure situations.
• Technical Skills:
  • Linux, shell script, MySQL/PostgreSQL/MongoDB database operation.
  • Web server configuration and analysis of virtual hosts.
  • TCP/IP, UDP.
  • Web errors analysis.
  • Logs analysis capabilities.
  • Ability to reproduce and provide relevant information related to incidents.
• Presentation skills.
• Testing – a ‘critical’ mindset, applying an analytical approach to the system tested prior to accepting a release for introduction in the field.
• Willingness and ability to dive into the system and identify errors, communicating errors internally and follow up diligently to resolution.
• Ability to work in a dynamic environment.
• Ability to discuss and negotiate delivery milestones internally and externally, and follow up on delivery of such milestones.
• Proficiency in Dutch, French and English.