FR - System L3 Support Engineer

Position: System L3 Support Engineer

Location: France - Nice

Role: Full-time

The Position

MARSS is growing, and we need to be able to support an increasing number of customers in very diverse locations. We are building both a L3 support team (based in Monaco) that will work in between customers, field engineers, and the development team, as well as local support/delivery teams based in different geographical areas.  

Main Responsibilities

This position includes - but is not limited to - the following responsibilities:

• L3 Support over the portfolio of MARSS Products and Services:
  • Engage in Systems troubleshooting through remote shell connection, for which a Linux and Networking knowledge as well as troubleshooting mindset are paramount; this includes troubleshooting
    • network
    • 3rd party software and hardware
    • Virtualised Server Environments, Linux OS issues
    • In-house software on the servers or the consoles, etc.
  • Proactive checks of systems and sensors.
  • Documentation : create / update troubleshooting procedures, intervention reports, ad-hoc tips and guides, Knowledge Base.
• Collaboration and support with other teams
  • Support the L1 / L2 teams activities as necessary
  • Engage in L1 / L2 Support for products and services where dedicated teams are not yet deployed
  • Support our own Field Engineers and Field Technicians remotely when they are on site.
  • Interface with the dev team for L3 issues that cannot be solved through the troubleshooting procedures, but also to suggest improvements to the tools, new features, etc.
• Pre-production activities:
  • Interact with Project Managers in pre-commissioning phases of signed MARSS products and services.
• Go-prod activities
  • Systems fine-tuning and calibration

This position also involves activities such as :

• Configuring & Commissioning system devices / servers
• Participate in or own technical assignments that match the candidate most geek skills
• Ad hoc on-duty time out of office hours.  
• Travel to sites for local support
• Some ad hoc Local IT support
• [optional] Python and/or Javascript for debugging and bug fixes.
• [optional] Python and/or Javascript for creating unit tests

As part of your tasks and MARSS personnel education, you will learn how to configure and troubleshoot military-grade cameras, radars, sonars, radio-frequency sensors. Every week will be different, some receiving several support requests, others focused on writing documentation, or in commissioning activities, running or writing tests and tools, designing networks setups, building custom drones, soldering components on PCBs…

Requirements

We value intelligence and attitude over knowledge of specific technologies. But, as we are looking for a skilled profile (at least 3 years of experience), we would expect your background to be aligned with the main qualifications below.

A MARSS System L3 Support Engineer must have a solid technical background, in particular Linux and Networking, both in terms of education and experience; as well as smart troubleshooting spirit and good communication - you will be interacting directly with the final users and customer representatives. More in detail:

• Strong Linux Expertise - through the shell
• Networking
• Experience with hardware components - we are system integrators, it’s not only software!
• Good English
• Customer satisfaction oriented
• Communication Skills
• Troubleshooting Skills 

Bonus Points for… the rest of our tech stack!

• Passion, or experience, with Electronics / Hardware devices
• Knowledge of Security sensors (Radar, Sonar, Camera systems etc.)
• Python
• Javascript
• MS Windows
  

Education

We prefer bachelor degree level in a science or engineering discipline. Masters advantageous.

The Work Environment

• Development on Macs and Ubuntu: We're pragmatic so realize we also have to work with Windows occasionally.
• Small team: Embracing modern development practices. New ideas are always encouraged and we'll try most things, but we always settle on what works for us.
• Diverse team: Our team is very multicultural including a mix of experienced engineers, successful sales and project managers balanced with the brightest young graduates.
• Passionate: We are passionate and enjoy what we do!

Integration and interfacing

Our core activity is safety and security applications. We're bringing the latest web technologies to real-world hardware i.e. we don't work in the cloud. We interface with very diverse equipment: radar, sonar, thermal imaging, software-defined radios and more. Our UI runs on touchscreen displays, tablets, phones, smart-glasses...

Challenges

If you are looking for an easy job, this isn't it. We operate in mission critical environments. Our systems can operate at sea and high security areas with limited connectivity to the data center. So, all your assumptions about cloud development techniques and operating environments will be constantly challenged. Timelines are strict, and creativity is often required to solve unexpected technical issues. It can be extremely diverse, interesting, and rewarding if you are up to the challenge!