External Support Engineer - STREAMWIDE

About the Company

A major player for 20 years in the critical communications market, STREAMWIDE has successfully developed its Team on mission (mission critical) and Team on the run (business critical) software solutions for administrations and businesses. These solutions for smartphones and PCs, offered in a SaaS model or on Premise, benefit from numerous functionalities such as the multimedia group discussions, VoIP, push-to-talk (MCPTT and MCx new generation 4G / 5G LTE), geolocation, digitization, and automation of business processes. These innovative solutions meet the growing needs for digital transformation and real-time coordination of interventions. They allow field teams to transform individual contributions into collective successes and to act as one in the most demanding professional environments.

STREAMWIDE is also present on the Value-Added Services software market for telecom operators (visual voice messaging, billing and charging of calls in real time, interactive voice servers, applications and announcements) with more than 130 million end users all over the world.

Based in France and present in Europe, USA, Asia and Africa, STREAMWIDE is listed on Euronext Growth (Paris) – ALSTW FR

For more information you can visit our LinkedIn and Twitter pages @streamwide

About the Role

We need technicians passionate about security, with a great sense of responsibility as our solutions will be in the first line on defense, saving people’s lives. The interview will include a hands-on troubleshooting Linux test (about 30 minutes).

Responsibilities

• Deliver web-based, email, and phone technical support in English for customer support based on SLA
• Troubleshooting platform configuration issues related to Linux base services (Nginx, Apache, Mysql, Snmp, etc)
• Providing technical support for live customer platforms with minimum downtime
• Apply fixes/updates on production platforms
• Write MOPs (Method of Procedure) for making changes to production platforms
• Attend periodic meetings with customer engineering teams to discuss open issues
• Discuss technical requirements or change requests with customer engineering teams
• Report bugs uncovered on production platform to development teams
• Gather logs/traces as needed on production platforms and analyze them for our dev team
• Attend Maintenance Windows to upgrade/patch production platforms
• 24/7 On-Duty one week per month

Qualifications

3+ years of experience in a Telecom or web hosting environment working with Linux servers

Required Skills

• Strong troubleshooting/debugging skills and passion for problem solving and investigation
• Network - Deep network understanding (DNS, TCP/IP, Routers, sniffers)
• Gather and analyze logs and traces from Linux servers
• Clustering (Pacemaker, Corosync, DRBD)
• Supervision (Centreon, Nagios, Zabbix)
• Security Standards knowledge
• Advanced Linux operating systems knowledge (RedHat is an advantage)
• Scripting (Bash, Perl, Python, PHP)
• Basic SQL knowledge

Preferred Skills

• Experience with DevOps tools (Ansible, Puppet, Chef, Saltstack)
• Basic understanding of PHP code
• Basic understanding of SIP
• Basic understanding of Diameter protocol
• Cisco certification is a plus

Pay range and compensation package

Attractive compensation package

Equal Opportunity Statement

Include a statement on commitment to diversity and inclusivity.