Lead internal project kick-off meetings, factory integration, and project delivery, ensuring alignment across teams
Manage project deployment schedules, optimizing efficiency
Identify project risks and develop comprehensive mitigation plans
Foster and maintain strong customer relationships
Regularly report project progress to management and proactively identify and address issues that could impact project success
Deliver multichannel (phone, email, chat, and onsite) technical support to customers
Manage incidents from submission to resolution, ensuring timely and effective solutions
Conduct in-depth analysis of technical issues reported by customers
Reproduce and investigate issues on test platforms to facilitate efficient problem resolution
Manage CRM (Jira) database for incident tracking and management
Validate new features, patches, and hot fixes with customers
Contribute to continuous improvement of the support process
Perform Factory Acceptance Tests (FAT)
Verify interoperability between Ateme solutions and customer ecosystems
Deploy platforms within customer infrastructures
Generate comprehensive project and maintenance documentation
Prepare and deliver technical training sessions to key customers
Manage Site Acceptance Tests (SAT)
Create and maintain technical notes for the product knowledge base
Contribute to the improvement of project deployment processes
Provide internal support to other teams, particularly for pre-sales activities

Engineering degree in computer science or a related technical field
C2 level (native/bilingual) French and fluent English are required; additional languages are a plus
Mid
to senior-level technical experience in customer support, deployment, and/or R&D
Strong Linux administration skills
Good understanding of networking (TCP/IP, VLAN, Multicast, Wireshark)
Solid experience with containerization (Docker), Kubernetes, and cloud deployment solutions
Familiarity with video streaming protocols and digital video workflows
Strong verbal and written communication skills with the ability to interact at all organizational levels
Good problem investigation and troubleshooting skills
Ability to work within a multicultural team and travel across EMEA countries

Deployment and Support Engineer

Key skills