Hybrid T2 Support Engineer – Specialist, EMEA

at Genetec

• Job title: T2 Support Engineer – Specialist, EMEA
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL, TCP/IP
• Location requirements: Hybrid, Paris, France

About the role

• T2 Support Engineer managing complex technical cases for a global security company in EMEA. Collaborating with teams to resolve issues and maintain customer satisfaction.

Responsibilities

• Identify and take ownership of cases requiring escalation (technically complex, strategic, high-profile, or long-running customer cases)
• Diagnose and solve complex issues & service outages through remote assistance and other software tools.
• Conceptualize and articulate ideas clearly and concisely
• Resolve problems in compliance with established processes
• Collaborate with other T2, and engineers
• Knowledgeable in basic tools required for the investigation process
• Use of Performance Analysis and Troubleshooting tools (Sysinternals, PerfMon, Procdump, Wireshark, PowerShell, SSMS, etc.) under a Windows environment
• Collaborate with R&D team to resolve issues
• Assist other teams within the organization with information sharing and technical coaching
• Assist with the creation of technical documentation and knowledge base articles
• Contribute to the evolution of our software and Support processes
• Take part in the elaboration of technical documentation and knowledge base articles
• Ability to work in a dynamic and innovative environment on a rapidly evolving product
• Maintain an open line of communication with our customers while ensuring root cause analysis

Requirements

• Degree in Computer Science, Electronics, or equivalent experience
• Ability to remain calm in high-pressure escalation situations.
• Ability to be assertive when necessary
• Able to multitask while managing various priorities
• Conceptualize and articulate ideas clearly and concisely.
• Able to assess the current situation and provide feedback to internal stakeholders accordingly.
• Effective English and French written and verbal communication skills
• Flexible schedule, able to multitask, with an ability to manage priorities
• Flexible to go on-site and visit customers on short notice when required.
• Independent problem-solving, highly motivated, and self-directing
• Motivated by challenging issues and questions
• Possess strong analytical and troubleshooting skills
• Strong team player with the ability to autonomously manage your own workload and tasks
• Understand how customers' systems are impacted for case prioritization.
• Ability to work in a dynamic and innovative environment on a rapidly evolving product.
• Solid Knowledge of Genetec Security Center (2 years’ experience)
• Knowledge of Microsoft operating systems.
• Knowledge of TCP/IP networking principles and troubleshooting techniques.
• Knowledge of Microsoft SQL.
• Knowledge of hardware/wiring troubleshooting in general.
• Knowledge of client-server applications.