• Develop new features and optimize existing code for VyOS, ensuring efficient and maintainable implementations • Collaborate with developers to review and validate code changes, test feature implementations, and provide feedback on bugs, optimizations, and feature proposals • Create technical content, including solution briefs, datasheets, and graphical materials, tailored to address specific networking use cases and technical requirements • Design, deploy, and configure network infrastructures using VyOS and other networking equipment to meet project objectives and performance standards • Design and deploy PoC scenarios using VyOS, documenting configuration setups, performance benchmarks, and solution viability for customer-specific requirements • Diagnose and resolve network performance, security, and connectivity issues, utilizing advanced debugging and analysis tools • Investigate escalated technical issues, conduct root cause analysis, and deliver reproducible solutions or detailed technical reports for development resolution • Conduct functional, performance, and regression testing for VyOS features and fixes, creating and maintaining detailed test documentation • Develop and manage automated test frameworks for repetitive test cases, enhancing testing accuracy and efficiency • Enhance testing methodologies by introducing advanced tools and frameworks to optimize validation processes and outcomes • Conduct interoperability testing with third-party systems to ensure seamless integration of VyOS into diverse networking environments • Maintain a centralized knowledge base with detailed, technically accurate articles and solution documentation to support internal and external stakeholders

• Accueillir les utilisateurs au guichet (accueil, accompagnement, résolution, traçabilité) • D'intervenir directement auprès des utilisateurs ; • Gérer les incidents et les demandes (qualification, traitement, résolution, clôture, traçabilité dans l'outil ITSM JIRA) • Accompagner les utilisateurs sur les outils de mobilité (enrôlement, configuration tablette et téléphone) • Masteriser des postes • Réaliser des opérations de maintenance et de résolution sur le matériel informatique • Organiser, en toute autonomie, votre journée en fonction des incidents à résoudre des urgences • Suivre les stocks • Conseiller et garder informé l'utilisateur durant tout le processus.

• You will lead a dedicated team and promote close collaboration to achieve strong results together. • Overall responsibility for ensuring the performance of the Remote Services and technical escalation management for the respective modality while adhering to Q&R-relevant processes and guidelines as well as customer satisfaction. • Responsible for cost management of associated products and systems. • Continuous coaching and development of RSEs and TSS to ensure professional support for customers, colleagues, and modality-related processes. • Entry point for all strategic remote-related customer inquiries & responsible for the technical escalation management of the associated modality(ies). • Implementation and, if necessary, localization of global and/or local remote initiatives. • Lead and coordinate remote projects within the modality(ies).

• Respond to customer support requests via Pylon, Slack, in-app chat, and email. • Diagnose and resolve common, documented issues related to user access and permissions, platform usage and workflows, data visibility or expected system outputs. • Follow established troubleshooting guides and support playbooks. • Clearly communicate findings, next steps, and resolutions to customers. • Accurately classify and document incoming support requests. • Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available. • Track escalated issues and communicate status updates back to customers. • Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides. • Identify recurring issues and flag documentation or process gaps to the team. • Maintain clean, well-documented tickets that support efficient collaboration. • Meet defined first response time (FRT) and resolution SLAs. • Deliver professional, clear, and customer-focused support interactions. • Support overall team goals for customer satisfaction and ticket backlog health.