Customer Solution Support Engineer

Your challenge

• You are the contact person for our customers (broadcasters, content providers, streameing services…): triage, reproduce, analyze, resolve or coordinate resolution, and communicate clearly on status and outcomes
• You will handle questions about the use of our software and—after thorough examination—you register solutions for error messages
• You will diagnose and troubleshoot incidents, error messages and functional questions affecting users, and escalate issues if necessary
• Document findings, root causes, and durable fixes in knowledge bases/runbooks.
• For our cloud native clients (AWS), you will monitor the production environment to ensure availability using tools (dashboard or other log analysis/integration tools)
• For our cloud native clients, you’ll execute routine maintenance with clear customer communications; validate after changes
• In order to drive to solutions for your customers, you coordinate, collaborate and liaise with internal technical and delivery teams to effectively resolve issues

Your skills and experience

• You do have a certificate of higher education.
• Experience with issue tracking (e.g., JIRA) and basic SQL or data inspection for troubleshooting.
• Working knowledge of cloud or operations basics: logs, metrics, alerts, networking concepts, and incident workflows
• We expect you to communicate fluently in French and English
• You are a good listener, proficient in analyzing, documenting and solving problems.
• You love combining customer service activities with coordinating work and coaching colleagues.
• You have no qualms about travelling. Nor is it a problem for you to deal with a mix of different customers and projects, without losing track of the team's work.
• Information security is at the core of our business, so it is of paramount importance that you respect the specific security provisions related to the execution of your job.
Nice-to-haves
• Exposure to AWS services (CloudWatch, CloudTrail, IAM basics, ECS/EKS, RDS) and log/metric stacks.
• Scripting for diagnostics/automation (Python, Bash, or PowerShell).
• Broadcasting/media domain interest or experience.
• Experience delivering user training.
• Knowledge of information security practices and compliance in a SaaS/hosted context

Our offer

• Intensive on-the-job training, permanent support and continuing education are provided.
• You will work from Brussels or Paris, enjoying the flexibility you need.
• As we also attach great importance to a sound work-life balance, you get extra days off, flextime, and every opportunity to take part in recreational activities with colleagues, in-house or elsewhere.
• We offer all our Customer Solution Support Engineers a fair and diverse remuneration package with fringe benefits including luncheon vouchers, group and hospitalization insurance.