The Customer support engineer works with users to resolve their technical problems related to the products and solutions sold by the company. This may include installation, configuration, maintenance, and troubleshooting user issues. The Customer support engineer must be able to diagnose issues, provide effective solutions, and guide users through the resolution process. To carry out his missions, he/she may be required to travel to clients, with international coverage.
General position description
Provide our clients with technical support on any questions or concerns that related to our products.
This role requires technical problem-solving, client service, and collaboration skills to ensure that clients can access and utilize the platform.
Customer-oriented mindset with a focus on providing exceptional support and building positive relationships with customers.
The individual selected for this role will also work closely with other departments when escalation is required to advocate for a timely resolution of the client issue.
Provide Client Support by actively and urgently seeking to resolve ticket issues by producing tested fixes and continually communicating with clients.
Collaborate with other team Product Support Specialists to achieve faster, more efficient responses to and resolution of trouble tickets.
Responsibilities
Ownership of the customer relationship, and their service experience.
Real-time telephone support to clients.
Maintaining a consultative relationship with clients.
Multi-tasking in a cross-organizational, cross-functional work environment.
Proven technical understanding of new and emerging technologies, and the capability to continue expanding this knowledge in short timeframes.
Ability to occasionally proved pre-sales support.
Technical Skills, Knowledge and Abilities
5+ years of hands-on experience supporting users and product integration in a professional service organization.
Associate of Science Degree in Computer Science or related field is a must.
Strong understanding of broadcast TV technologies, including video encoding, streaming protocols, broadcast equipment, and signal processing. Should include basic knowledge of industry standards such as SMPTE, ATSC, ATSC3.0, MPEG, IPTV and OTT.
Operating System and associated system administration knowledge related to Windows and Linux.
Computer Hardware, installation, configuration and upgrading software.
Diagnosis and troubleshooting of OS and hardware related issues.
Familiarity with ticketing systems (e.g. JIRA) and remote desktop support tools.
Understanding of Microsoft and Linux systems and network administration
Establishing or supporting VMware, vSphere and AWS environments.
Ability and desire to work with customers, software developers and software testing/QA personnel to convey technical and business issues in a professional, proactive, and concise manner, on the telephone and in person
Excellent interpersonal, communication, and presentation skills
Experience working in broadcasting, cable, or satellite industries; knowledge of ATSC and DTV standards; experience with MPEG products, telecommunications, and/or datacasting products is also a plus
Basic knowledge of vendor equipment such as Ateme, Harmonic, GatesAir are a plus
Track-record of continuously broadening one's knowledge, staying curious, and improving personal effectiveness preferred
Basic understanding of SalesForce CRM
Working Conditions
Responsibilities may require working evenings periodically, sometimes with little advanced notice.
Willingness to travel internationally on occasion.
This position requires to be onsite Mon-Fri 9AM to 5PM at location : Tampa, FL.