FR

Quality of Experience

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Customer Care Engineer

  • London, SW1

  • CDI

  • 31/03/2025

Description

Witbe

Witbe is the leader in Quality of Experience (QoE) test & monitoring. This means that our technology can control any device — PC, smartphone, tablet or STB — to measure the Quality of Experience of any digital service: telephone, web, and most importantly, video! We do so with an award-winning approach, based on robots, which can replicate any end-user behavior.

Since our foundation in 2000, we have continuously grown, and we are now proud to be trusted by more than 300 customers in 58 countries. In 2016, we went public on the Euronext Growth French market (ALWIT.PA), which allowed us to develop the company even further. Today, we have offices all around the world including locations in Paris, New York, San Francisco, Denver, Montreal, London, and Singapore. Broadcasters, operators & app developers all rely on Witbe robots to ensure flawless services.

The team is currently looking for new talents. If you’re eager for new challenges & technological innovations, you’ve come to the right place!

Mission

As a Customer Care Engineer, you are critical to Witbe’s business and product success. You will oversee software deployments and configuration - optimizing for performance, troubleshooting, and communicating with a diverse internal and external audience, including our clients. You are an essential partner to R&D and software development teams, helping to understand and evolve our platform.

Responsibilities – Including, but not limited to the following:

  • Oversee software deployments, tracking configuration changes and scheduling updates

  • Troubleshoot service availability issues, managing incident escalations start to finish

  • Troubleshoot analytics dashboards and client KPI/reporting, to evolve Witbe-driven insights

  • Troubleshoot sophisticated, complex Python-based automation in command line and via UI

  • Document deployment findings and monitoring application performance metrics

  • Partner with R&D/Development to identify the root cause of incidents and prioritize new features

  • Author and evolve operational documentation and procedures to improve scalability

  • For named accounts in your territory: perform platform health check, recommend and apply best practice configurations on existing deployments

Profil

Candidates with diverse skills & interest are welcome, including a mix of the following:

  • Naturally curious and inquisitive

  • Enjoy logic puzzles and games

  • Methodical, Rigorous and quality-oriented

  • Taste for technology – you read about or have hobbies in subjects that may complement the role

  • An excellent communicator – the details matter to you, and you are skilled in articulating them

Skills – academic and/or professional experience in the following:

  • Must Have: Windows and UNIX/Linux CentOS system administration experience

  • Must Have: Experience and/or interest in shell languages like Bash and PowerShell – helpful in debugging as well as development and execution of operational workarounds

  • Bonus: Mac OS, iOS, and Android app operations and support experience

  • A scripting or coding language (e.g. Python)

  • SQL databases such as PostgreSQL, MySQL, or SQLite

  • Knowledge of and/or genuine interest in one or more of the following:

  • Networking and routing protocols (REST, TCP/IP, IPsec) and security

  • Web technologies such as JavaScript, HTML, Xpath, and CSS a plus

  • Containerized environment, e.g. Docker, Kubernetes

  • DevOps methodology and team operations

  • Excellent verbal & written communication skills to support customer-facing & internal dialogue

  • Ability to communicate conditions: symptoms, root cause, business impact, resolution priority.

  • A Bachelor's Degree in Software Engineering, Computer Science, Information Technology, Information Systems, Computer Engineering, or similar