Outsight’s software solutions track the motion of people and vehicles using 3D LiDAR data.Operators of transportation hubs like airports and train stations but also sport venues, road infrastructures and industrial sites can now access accurate and anonymous Spatial Intelligence data, in order to improve operations and increase user safety and satisfaction. Our international team of scientists and engineers drive the development of our solutions from Paris, San Francisco, Sophia-Antipolis (Nice) & Hong Kong. To support our global outreach, we also operate a commercial office in Spain. You can find below an interesting link about who we are and what we do :Insights about Outsight Our Passenger Flow Traffic Monitoring solution is trusted by the world’s leading airports and train stations across four continents, including the most renowned hubs celebrated for their operational excellence and exceptional passenger experience. We also deploy our solutions in other markets such as Tourism, Retails and Sports. Additionally, our Car Traffic Remote Monitoring product is trusted by several Tier 1 customers, including BMW. Context We are looking for a Support Level 2 Engineer to join our dynamic and growing team. In this role, you will serve as the bridge between our Customer Support Team and our Technical Teams, providing advanced troubleshooting and solutions for customer-reported issues. You will play a critical role in system issue investigation, ticket management, and the creation of a customer-oriented Knowledge Base. Responsibilities - Act as the escalation point for complex customer issues raised by the Customer Support Team.- Investigate and diagnose system and software issues using logs, monitoring tools, and internal systems.- Ensure timely and detailed follow-up on support tickets, maintaining high standards of communication with both customers and internal teams.- Collaborate closely with Product, Engineering, and Delivery teams to drive issues to resolution.- Create, maintain, and continuously improve a customer-focused Knowledge Base with clear, actionable content.- Analyze recurring issues to identify root causes and suggest product or process improvements.- Animate regular support reviews and contribute to post-incident analyses. What are the requirements for the role? Technical Skills Strong troubleshooting and analytical skills, with hands-on experience investigating system and software issues.Good understanding of system administration (Linux environments ), networking, and application debugging.Experience with ticketing systems (e.g., Jira, Hubspot, Bugzilla).Familiarity with monitoring/logging tools (e.g., Grafana/ Prometheus/Loki, Zabbix, …) and ability to interpret technical logs.Scripting skills in Bash and Python or similar.Knowledge of SaaS environments, Kubernetes, APIs, and Cloud platforms (AWS, Azure, GCP) is an advantage. Soft Skills Strong communication skills, with the ability to translate technical issues into language understandable by non-technical users.Exceptional organizational skills, with a strong ability to manage priorities and follow up on multiple tickets simultaneously.Customer-centric mindset with a commitment to delivering a high-quality support experience.Proactive attitude towards problem-solving and continuous improvement.Team player who thrives in a collaborative and fast-paced start-up environment.Curious, self-motivated, and eager to learn new technologies and methodologies.
Why join us?A fast-growing leader in the burgeoning field of Spatial Intelligence (73 patents filed, many customers all around the world), awarded the Edge AI and Vision Product of the Year and recognized as Market leader by Gartner, among many others.The opportunity to work in an international start-up on the rise with significant resources and high growth, working with dynamic, experienced and multidisciplinary teams.A position in which you can grow quickly and express your creativity & potential.Working with visionary and passionate management. Outsight is an Equal Employment Opportunity employer that pursues and hires a diverse workforce. Outsighters don't make employment decisions on the basis of race, color, religion, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws. Outsight also strives for a healthy and safe workplace, and prohibits harassment of any kind. If you have a disability or special need that requires accommodation, please let us know.
