Customer Solution Support Engineer

When you are enjoying content on TV, radio, smartphone, tablet or PC, you are also watching the works of the team that helps put that content right there.

The mission of Mediagenix is to enable renowned media companies (e.g.

BBC, Disney, Discovery, Paramount) worldwide to bring content to the viewer in the most efficient and future-proof way with the help of our business management system.

To support media companies in their growth in this fast-paced media world, we deliver innovative software solutions that optimize the life cycle of their content across channels and services.

Your challenge

You are the contact person for our customers (broadcasters, content providers, streameing services…): triage, reproduce, analyze, resolve or coordinate resolution, and communicate clearly on status and outcomes

You will handle questions about the use of our software and—after thorough examination—you register solutions for error messages

You will diagnose and troubleshoot incidents, error messages and functional questions affecting users, and escalate issues if necessary

Document findings, root causes, and durable fixes in knowledge bases/runbooks.

For our cloud native clients (AWS), you will monitor the production environment to ensure availability using tools (dashboard or other log analysis/integration tools)

For our cloud native clients, you’ll execute routine maintenance with clear customer communications; validate after changes

In order to drive to solutions for your customers, you coordinate, collaborate and liaise with internal technical and delivery teams to effectively resolve issues

Your skills and experience

You do have a certificate of higher education.

Experience with issue tracking (e.g., JIRA) and basic SQL or data inspection for troubleshooting.

Working knowledge of cloud or operations basics: logs, metrics, alerts, networking concepts, and incident workflows

We expect you to communicate fluently in French and English

You are a good listener, proficient in analyzing, documenting and solving problems.

You love combining customer service activities with coordinating work and coaching colleagues.

You have no qualms about travelling. Nor is it a problem for you to deal with a mix of different customers and projects, without losing track of the team's work.

Information security is at the core of our business, so it is of paramount importance that you respect the specific security provisions related to the execution of your job.

Nice-to-haves

Exposure to AWS services (CloudWatch, CloudTrail, IAM basics, ECS/EKS, RDS) and log/metric stacks.

Scripting for diagnostics/automation (Python, Bash, or PowerShell).

Broadcasting/media domain interest or experience.

Experience delivering user training.

Knowledge of information security practices and compliance in a SaaS/hosted context

Our offer

Intensive on-the-job training, permanent support and continuing education are provided.

You will work from Brussels or Paris, enjoying the flexibility you need.

As we also attach great importance to a sound work-life balance, you get extra days off, flextime, and every opportunity to take part in recreational activities with colleagues, in-house or elsewhere.

We offer all our Customer Solution Support Engineers a fair and diverse remuneration package with fringe benefits including luncheon vouchers, group and hospitalization insurance.

Fulltime

Excited? So are we! Take the next step by applying below and let us demonstrate the endless possibilities at Mediagenix. We're already looking forward to meeting you!