Remote France
French & English
Customer Success Engineer
About us
Airnity is a rapidly growing French company in the telecommunications field. We are a mobile operator serving automotive manufacturers and helping them meet the challenge of ultra-connected vehicles.
One of our strengths as a telecom operator is that we heavily use "cloud-native" technologies. This allows us to have an extremely agile approach to our business and position ourselves as a viable alternative to traditional players.
We need help
As part of the Customer Support team, you will be the first and preferred contact point of our different partners (industry-leading car manufacturers, various actors from telecom industry), providing technical expertise and assistance in close coordination with the Engineering and Product teams.
You will be responsible for resolving technical issues (some may be easy, others may require to deep dive into our product), troubleshooting network problems, and delivering top-notch support for our solution.
But not only, as the objective is also to build a trustful relationship with the car manufacturers, you will participate to the knowledge sharing with the customers' operational teams (documentation/knowledge base creation and/or update, technical training) and gather their feedback to evolve our product toward their expectations.
Beyond traditional support duties, this role involves active participation in various activities of our young company, including project management for customer deployments, structuring of our way of working (processes, tools, reporting, …), organization and other activities to enhance our offerings (starting from greenfield and leaving free space for creativity).
Our environment
As Airnity is organized as a Holacracy, you will have complete freedom to propose the role or roles you wish to take on in order to best benefit the team with your experience. You can also develop new skills by choosing other roles.
Airnity is a full-remote company, allowing you to work from anywhere in France. If you are located in the Toulouse or Nice region, there is also the possibility of occasional co-working.
And you?
Do you recognize yourself below:
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Appetite for customer management and technical challenges, including project organization, project management and work planification, problem-solving and analytical skills
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Be aware about customer satisfaction and gather feedback during and after project deployments and address customer concerns promptly and take proactive measures to enhance their overall experience
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Strong technical knowledge of TelCo industry, IP protocols, and/or cloud IT infrastructure
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Participate into Customer Experience framework definition, implementation and continual improvement of our way of working
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Good communication and interpersonal skills (either internally and externally) with the capability to adapt to technical or non-technical stakeholders
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Foster a collaborative team environment, encouraging open communication and knowledge sharing to facilitate cross-functional collaboration among team members and leverage diverse expertise
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Conduct post-action evaluations to identify and document lessons learned and participate to company continual improvement
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Eager to learn new technologies and thrive in a fast-paced environment
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Fluent English (spoken/written)
Bonus points
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Previous experience as technical support position in network, TelCo and/or IoT environments is a plus
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Knowledge or interest/understanding of the automotive industry
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French and other language.s (Spanish, Portuguese, German)
Position is including on-calls duties (one week per month at least) that is covering extra hours during the week and weekend/bank holidays.