Customer Support Software Engineer

Sagemcom is a ground-breaking technology integrator in telecoms and energy. Sagemcom's teams all over the world continuously strive to innovate on their various markets and are committed to delivering made-to-measure and responsible solutions every day that meet the needs of telecoms operators and utilities. Today, our Group is: * The worldwide N°1 provider of broadband solutions (Internet boxes and the associated software services) * The leading provider of audio-video solutions (4K video hubs and the Video SoundBox™ ) * The leading European provider of smart grid solutions (smart meters, smart grids, rural electrification, IoT) Sagemcom posted €2,3 billion of revenues in 2024. The headcount of 6,500 employees works in more than 50 countries. Sagemcom strives every day to honour its commitment to societal and environmental responsibility, as part of its continual improvement policy. This is the reason why Sagemcom became a "mission-driven company" at the start of January 2022. Do you want to join us? Sagemcom is looking for job applicants in R&D, business, purchasing and support. People who are agile and like to be independent in agile organisations, who enjoy travelling and have their fair share of creativity, will achieve self-fulfilment in this industrial group that manufactures high-technology products! The Broadband business unit of Sagemcom provides residential routers and gateways to Tier-1 internet service providers. To reinforce customer support and engineering capabilities in Canada, Sagemcom is seeking a Field Application Engineer for its Montreal team, focusing on residential gateways. This role combines hands-on technical support, product validation and cross-functional coordination. It is well suited to a candidate who can progressively take broader ownership of software activities and develop toward a Software Project Manager role. * Perform validation of Sagemcom products in coordination with local and remote validation teams. * Provide on-site technical support to customers and serve as a key interface with Sagemcom remote engineering teams. * Participate in technical meetings, clarify reported problems and communicate findings at the appropriate technical and management levels. * Conduct on-site investigations, reproduce issues, analyze logs and coordinate root-cause analysis and corrective actions. * Validate software changes and confirm that fixes meet customer expectations and product quality requirements. * Act as a local technical reference for the complete Sagemcom software solution and its interaction with the customer network. * Build and maintain strong, professional relationships with customers and internal stakeholders. * Maintain clear investigation records, action lists, validation results and other technical documentation. * Coordinate small technical workstreams involving local and remote contributors, including defining actions, owners, priorities and target dates. * Monitor progress, identify risks or dependencies, escalate when needed and provide concise status reporting. * Contribute to feature clarification, qualification planning and continuous improvement of engineering and support processes. Development perspective: The position is primarily a hands-on Field Application Engineer role. As the employee demonstrates strong technical ownership, coordination, planning and stakeholder-management capabilities, the scope may progressively expand toward software project management responsibilities. This statement describes a potential development path and does not guarantee promotion or a specific timeline. * Bachelor's degree in computer science, software engineering or electrical engineering. A master's degree is a plus. * Minimum 3 years of experience in a product engineering, validation, technical support or field application engineering team. * Deep understanding of IPv4/IPv6 networks and related protocols and functions, including routing, bridging, Ethernet, VLAN, iptables, NAT, DHCP, ARP, DNS, TR-069, HTTP, MQTT, PPP, IGMP, SIP and QoS. * Knowledge of broadband access technologies such as xDSL, GPON and XGS-PON, and strong knowledge of Wi-Fi. * Ability to understand complex embedded software architectures; Linux and C/C++ knowledge is a plus. * Familiarity with continuous integration, Agile software development methods, Git and Jira. * Strong analytical and problem-solving skills, with a structured approach to issue investigation and follow-up. * Demonstrated ability or clear potential to coordinate contributors, manage priorities, track commitments and communicate project status. * Ownership, organization and sound judgment, with the ability to anticipate risks and escalate appropriately. * Excellent verbal and written communication skills in English. French is a strong asset for the Montreal environment. * Ability to work effectively with customers and multidisciplinary teams across locations and time zones. Benefits : · 401(k) · Health Insurance · Dental insurance · Vision insurance · Paid time off