Ingénieur support

Support Engineer In A Fast Growing Startup with 3+ years of

experience

Who we are, what we do & why we do it

Firecell aims to democratize private 4G & 5G networks worldwide and enable small

and medium-sized enterprises to connect and upgrade their existing industrial

facilities / logistic centres to gain efficiency and productivity.

With several contracts worth a million dollars signed, Firecell's original approach

attracts many market players looking for flexibility, transparency and independence in

developing their 4G and 5G offers.

We therefore need someone autonomous, rigorous and benevolent to help us grow!

What will be your role & missions

The Support Engineer is part of the Support / Quality Management Team and reports

directly to the Delivery Manager and Quality Manager.

Customer Support :

Provide timely and effective technical support to customers experiencing

network-related issues.

Collaborate with customers to understand and troubleshoot connectivity,

performance, and configuration problems.

Network Troubleshooting :

Diagnose and resolve complex network issues, ensuring minimal impact on

customer operations.

Conduct root cause analysis of network problems and implement corrective

actions to prevent future occurrences.

Collaboration with Cross-Functional Teams :

Work closely with network operations, engineering, and development teams to

escalate and resolve issues.

Contribute to continuously improving network performance and reliability

through collaboration with different departments.

Documentation :

Create and maintain detailed documentation of network configurations,

troubleshooting procedures, and customer interactions.

Develop and update knowledge base articles to facilitate efficient issue

resolution.

Customer Training :

Provide training and guidance to customers on network configurations, best

practices, and self-help resources.

About you - what we are looking for

As a Support Engineer, you will play a crucial role in maintaining the stability and

efficiency of our telecommunications network.

You will be responsible for providing technical support to our customers,

troubleshooting network issues, and collaborating with cross-functional teams to

ensure the continuous improvement of our services.

The ideal candidate will have a strong technical background, excellent

problem-solving skills, and a passion for delivering outstanding customer support.

You have radio-network knowledge and familiarity with 3GPP-based systems,

especially 4G and 5G; be familiar with Open RAN concepts and O-RAN specifications.

You have some experience as a software developer in C / C++, and Linux networking.

You have practical knowledge of agile development methodologies such as SCRUM

or KANBAN and tools for project management.

Ideally, you have a good knowledge of the operational issues of mobile access

networks.

You are an Open Source aficionado.

Ideally, we would rather hire someone who has already a similar experience of a few

years in this field either through another startup or someone who can help us

accelerate right away.

We also hire potentials, so if you have only part of the experience but you are rigorous

and reliable, open to others, thirsty to learn, you have good interpersonal skills, a

sense of teamwork, you are autonomous, enthusiastic, energetic and learn new stuff

every month, we will definitely consider your profile.

The top experiences we will consider are :

Proven experience in technical support roles within the telecommunications

industry.

Strong understanding of telecommunications networks, protocols, and

technologies.

Excellent problem-solving and troubleshooting skills.

Familiarity with network monitoring tools and technologies.

Effective communication and interpersonal skills.

Ability to work independently and collaboratively in a fast-paced environment.

Native or fluent in English and French

If you are passionate about quality assurance, have a proven track record of

improving software quality, and thrive in a collaborative environment, we invite you to

apply for the position of Quality Manager at Firecell. Join us in shaping the future of

software development through excellence and innovation.

What you will be a part of

We are an ambitious and innovative Telecom software company. We are global,

well-funded and supported by a highly skilled team of talents and advisors from

France, the US and Germany. We want to build a worldwide open source champion

and we are uncompromising in our desire to achieve our best, day-in day-out.

We have 4 main values that guide everything we do :

• Be Open - to change, to movement, to challenges, to criticism, to get better
• Be Pragmatic - simple steps are better than grand plans, success is built

thanks to thousands of small steps, some are failures and many are successes

Be Reliable - each team member is accountable and responsible for his own

field so that the team is stronger when facing collective challenges

Be empathetic - we are all humans with feelings, we all have the right to make

mistakes, and we are willing our customers, colleagues and partners to

succeed. Our time at work should be a source of joy in our lives

What we will give you - the perks

Competitive salary

Flexible working

Employer-paid private medical insurance

Pension scheme

Learning and social events

Practical Details

Contract : CDI, full-time employment

Beginning : ASAP

Flexible hours including remote work

Location : France

Please ONLY answer directly through the LinkedIn process or send your CV and a motivation letter

by email to [email protected]