Los Angeles, office based
Salary 125K-150K , Travel 10-15%.
Our client is a key player in the global broadcast market, operating in more than 180 countries. Helping customers deliver their content around the globe, whether its sports or other live events.
The Role
• The main responsibility of the Professional Service Engineer is to provide North American customers with remote and on-site support services.
• Application and technology support for contribution, media processing, distribution combined with control interface support for NMOS and various 3rd party control interfaces. This support will happen both on-premises and cloud based – with native and virtualized solutions.
• The on-site support includes basic operational and maintenance training, technical installation and operation of equipment as well as troubleshooting.
• Due to the nature of the job this position requires on roster and sometimes, after-hours on-call phone support.
• Travel expected 10-15%
CANDIDATE PROFILE
Our client is looking for a technology-savvy individual with a deep understanding of key Broadcast & Telco applications. You will have a positive customer focused attitude, take ownership and responsibility of technical issues. You will develop into a trusted technical advisor to our customers and often be the main point of contact in a timeline critical environment. Precise and clear communication are therefore a must.
KEY RESPONSIBILITIES
• Technical Support, Training, Remote/Onsite Commissioning
• Time sensitive troubleshooting, problem replication of the company’s product solutions in US & Canada
• Produce simulations of issues reported by customers and test various options to resolve the issue
• Work with the company’s product development and tier 3 support for problem escalation, resolution and reporting
• Organise module exchange or arrange for repair of customer product where needed
• Work closely with the US’ lab to test equipment for continuous growth and better customer support.
• Enter service calls into CRM system to document issues and resolution
• Anticipate and avoid technical issues by providing operation and maintenance training to customers
About You
• Relevant higher education, minimum BSc preferred
• More than 3 years of proven work experience as a system / support technical engineer
• Hands-on experience with and expert knowledge of compression for contribution, OTT, and distribution applications
• Solid knowledge of the technical broadcast market with focus on Video/Audio/Metadata compression processing in ST2110 and compression formats.
• Familiarity with SSH, Switch and OS IP configuration @ layer 2 and 3
• Experience with SDN/Orchestration systems, use of API’s & control interfaces within the broadcast market (NMOS, REST)
• More than 2 years of experience in IP Network engineering role
• More than 2 years experience and/or certification on IP switch fabric
• AWS/GCP/Azure application and interface experience or certification is preferred
• Spanish and English speaking is a bonus
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