The on-site support engineer is the primary technical resources for R&D interface with our customers worldwide. As part of the R&D, the on-site support Engineer will be in a customer facing role during the whole product lifecycle. Pre-sales, demos, acceptance phases, deployment support, post launch maintenance. This requires presentation of detailed product and technical knowledge to the customer, and imparting a deep understanding of customer's technical requirements to internal teams.

The position is located in Sydney, with some regular travels required in Australia (Melbourne…).

Targeted products are new generation of Internet Access wireless Routers for major Australian operators.

Responsibilities include:

• Analyze and provide accurate technical responses to RFI, RFP, and RFQ issued by local operators and customers.
• Act as the primary technical interface between customers and R&D teams, ensuring a clear understanding of customer requirements and verifying solution compliance.
• Deliver pre-sales technical support, including product demonstrations, laboratory evaluations, proofs of concept, and technical presentations.
• Prepare, document, and maintain clear summaries of customer interactions, including meetings, conference calls, and technical workshops.
• Participate in customer interoperability, integration, and acceptance testing, and document, analyze, and communicate test results internally.
• Take full ownership of customer-reported issues from initial reporting through resolution, including issue reproduction in the lab, root-cause analysis, and validation of corrective fixes.
• Provide on-site technical support to investigate, screen, and distinguish real versus false issues reported from the field following product commercial launch.
• Contribute to product software development, including code contributions, bug fixing, feature enhancements, and validation activities, particularly for issues and requirements identified through customer deployments and field feedback.
• Collaborate with suppliers, discuss technical topics, analyze, integrate and fix 3rd party software
• Produce clear and concise documentation of customer requirements, field feedback, and project constraints for internal Product Management and Development teams.
• Build, develop, and maintain strong, long-term relationships with customers, acting as a trusted technical advisor

Education:
Engineering degree in Computer Science, with a specialization in Telecommunications.

Technical Skills & Experience:
Hands-on experience in engineering or technical roles, with expertise in one or more of the following areas:

IP Networking: IPv4/IPv6, GRE, L2–L4 QoS, Multicast, VPN
WAN Access Technologies: A/VDSL, DOCSIS, G/EPON, 10G-PON, LTE/5G
Voice Technologies: SIP, MGCP/NCS, PacketCable, VoLTE
Wired LAN: Ethernet, MoCA, G.hn, PLC
Wireless LAN & IoT: Wi-Fi, Mesh networks, Zigbee, Bluetooth
Device Management Protocols: TR-069 / TR-181, USP, SNMP
Languages: Fluent in English, both spoken and written.

Soft Skills:

Strong interest in technology and solving complex technical problems
Excellent interpersonal and communication skills (both written and verbal), with the ability to communicate across technical and non-technical audiences
Team player with a proactive and self-motivated mindset
Able to work effectively in an international, multicultural environment
Strong analytical and synthesis abilities

Sagemcom est une entreprise handi-accueillante.

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