Technical Support Engineer

Join Sagemcom's Smart Metering organization in North America and contribute to the deployment of innovative smart metering solutions across Canada and the United States.

Based in Dallas, you will collaborate closely with international R&D teams located in France, Tunisia, and Hungary to support the delivery of large-scale utility projects. Sagemcom develops end-to-end Smart Metering solutions combining connected electricity, water and gas meters, communication networks, and the SICONIA information system deployed in cloud or on-premise environments.

Following the award of a major smart metering project in Canada, Sagemcom is expanding its local Engineering and R&D capabilities to support current and future deployments throughout North America.

As a Technical Support Engineer, you will serve as the primary technical interface for North American customers. You will support both production and test environments, ensuring the successful operation of Sagemcom's end-to-end Smart Metering solution while coordinating incident resolution with global engineering teams.

The role combines technical troubleshooting, customer support, system integration, testing, and validation activities.

• Act as the primary technical contact for customer operational teams.
• Analyze customer incidents and support tickets.
• Verify system behavior against functional specifications.
• Investigate issues using:
• Monitoring tools
• Network traces
• Packet captures
• Diagnose root causes and restore service as quickly as possible.
• Coordinate issue resolution with R&D teams located in France, Tunisia, and Hungary.
• Ensure compliance with contractual Service Level Agreements (SLAs).
• Provide Level-2 support for the complete Smart Metering solution, including:
• Information systems
• Connected smart meters
• Communication infrastructure

• Support customer validation and testing teams.
• Execute integration testing between Sagemcom platforms and customer IT environments.
• Perform functional, qualification, and acceptance testing.
• Monitor integration, validation, and acceptance activities.
• Document test results and provide follow-up reporting to both customers and internal teams.

• Master's Degree in Engineering, Computer Science, Information Systems, Telecommunications, or a related technical field.

• 2 to 5 years of experience in technical support, application support, system integration, validation, or a related engineering role.

• Hands-on experience with Linux environments (Red Hat, CentOS, or equivalent).
• Strong understanding of:
• TCP/IP networking
• TLS
• PKI
• Security fundamentals
• Experience analyzing:
• System logs
• Network captures
• Diagnostic traces
• Knowledge of enterprise application environments and system integration practices.