Customer Support Service Engineer

**The following position is offered via our affiliate Viacess-Orca. Viacess-Orca is a subsidary of Orange.**Within the Operations and Services department for Viaccess-Orca, and reporting to Customer Services Department, the Technical Customer Support Engineer (TCSE):- Provides all daily professional services through technical Customer support on any assistance and maintenance support for VO solutions in production;- Ensures E2E cases management including escalation to management ,Tier-4 support, and internal/External coordination & communication;- Is responsible for owned cases and the quality of the operational services;- Support operation services- Take place in DevOps team if needed- Provides technical support for Viaccess demonstration platforms at trade shows;- Does technical training internally and to Viaccess customers;- Provides input in the conception of training documents and assists in their validation;- Represents the technical support activity on company-wide projects.**Main Activities**- Provides Opening Hours & Non Opening Hours Technical Customer support coverage;- Provides Tier-1 and Tier-2 support to VO Customer’s or Partner’s solutions;- Work closely with all the Viaccess departments and teams (including engineering, project management, R&D, sales, legal, sales administration ) as required by support cases;- Ensure the E2E technical customer support case management according to service level agreements;- Meet key performance indicators objectives and do KPI follow-up reporting;- Ensure full transparency of cases using a CRM;- Fill the weekly team report. Deliver quarterly activity / projects report;- Assist other worldwide support teams;- Manage cross company projects;- Manage Technical Customer Support internal projects and tools.- Help the training team to define, validate and deliver the training course documentation;- Do technical training to VO or Customers**about you**:**Experience level required: confirmed profile (3-5 year)****MANDATORY**:- University degree in Telecommunication/Electronics/Computer science- Minimum 3 years’ experience in technical support and system integration- Fluent English technical and business- Oracle DBA version 9i, 10g, 11g- Vast knowledge in SQL- Good knowledge of Unix/Linux Operating systems**VERY HELPFUL**:- Shell scripts- Application servers (apache, web logic, jboss, Squid)**HELPFUL**:- Knowledge of IBM or HP servers and installation experience- Application servers (apache, web logic, Squid)- Streaming protocols and video formats- DVB protocol, Video servers, Set Top Boxes- TCP/IP**People Skills**- Excellent representative and communication skills;- Experience in direct relation with Clients;- Self-driven;- Multi-tasking / Methodical- Customer oriented / capacity to analyze / adaptability / responsiveness / open minded/resistance to stress**additional information**:**About Viaccess-Orca**Viaccess-Orca is a leading global solutions provider of OTT and TV platforms, content protection, and advanced data solutions for a personalized TV experience. Viaccess-Orca is part of the Orange Group with solutions deployed in over 35 countries, reaching more than 27 million subscribers.We spend nearly 4 hours a day watching TV content on different devices: TV, tablet, computer, smartphone. Viaccess-Orca combines multicultural expertise to offer innovative solutions to its B to B customers content providers. The solution portfolio includes security, service platforms, and user engagement management (including discovery and content recommendation).**department**:Hosted Staff, HR Svc Contracts**contract**:Regular