We are currently seeking a Senior Technical Support Engineer who is passionate about technology, experienced in embedded devices, and fluent in French and English to join our team. The Senior Customer Support Engineer will play a critical role in providing expert technical support and leading customer service efforts for our UWB IC radio products. This position involves direct interaction with customers to troubleshoot and resolve hardware, firmware, and system issues across a variety of applications including mouse, headset, proximity detection systems, and speakers. You will be the linchpin between our customers, engineering teams, and field application engineers (FAEs), ensuring seamless communication and swift resolution of customer tickets.

Your Responsibilities

• Serve as the primary technical support contact for Spark Microsystems’ UWB IC radio products, handling complex troubleshooting tasks for hardware, firmware, and system-level issues.
• Engage with FAE and customers globally and across diverse industries, understanding their unique applications and providing tailored support for products such as mice, headsets, proximity detection systems, and speakers.
• Manage and resolve customer support tickets efficiently, maintaining high satisfaction levels through expert diagnosis and problem-solving.
• Collaborate closely with the engineering and FAE teams to relay customer feedback, troubleshoot product issues, and contribute to the ongoing improvement of Spark Microsystems’ products.
• Mentor customer support engineers, promoting a culture of excellence and continuous learning and improvement within the team.
• Develop and conduct training sessions for customers and internal teams, enhancing understanding and expertise in UWB IC radio technology and applications.
• Oversee multiple project timelines, applying strong project management skills to ensure customer expectations are met or exceeded.
• Produce detailed technical documentation, including application notes, customer reports, and other technical documents, to support product development and customer understanding.
• Lead the development and continuous improvement of customer support processes, implementing best practices and innovative solutions to enhance efficiency and customer satisfaction.

Your Qualifications

• Bachelor’s degree in Electrical Engineering, or a related field, with a solid knowledge base in wireless communication technologies.
• Minimum of 8 years of experience in customer support, technical support, or a related field within the technology or electronics sector. Candidates with a proven track record in similar roles, including direct interaction with engineering teams and leadership experience with junior staff, are highly desirable.
• At least 3 years of experience specifically in customer support or technical support within the technology or electronics sector.
• Over 5 years of experience in embedded software and system development, with proficiency in coding in the C language.
• Excellent understanding of system architecture and a proven ability to resolve complex technical issues in a customer support context.
• Demonstrated ability to manage customer tickets and collaborate effectively with engineering and FAE teams.
• Proven leadership skills with experience in mentoring team members and leading training initiatives.
• Must be fluent in French and English, with exceptional communication skills to engage with a diverse and global client base.
• Passionate about customer success and experienced in managing projects that enhance customer service and product development.
  
  Promote the following values/qualities
• Cooperation: Have the success of the team at heart.
• Rigor: Take pride in carefully executed work.
• Motivation: Exceed your limits in a job you love.
• Initiative: Propose new ideas and act.
• Leadership: Positively influencing those around us

The Nice-to-Haves

• Experience in the semiconductor industry
• Experience with UWB or similar wireless technologies

The Perks

• A growing start-up where each person has an important role in the success of the Company.
• Be part of a passionate, creative and motivated team in a collaborative mode.
• A place where you can grow and become the professional you want to be.
• Group insurance from day one.
• Employee stock option plan.
• Hybrid work and flexible hours to balance work/personal life.
• In addition to vacation, sick leave and holidays, Spark offers additional days off.