Technical Support Engineer - Test & Measurement

Job Description

Job Description

For more than two decades, Telestream has been at the forefront of innovation in the digital video industry, pioneering file-based video transcoding and high-quality media exchange over IP networks. Telestream provides world-class live and on-demand digital video tools and workflow solutions that allow businesses and consumers to transform video on the desktop and across the enterprise. Many of the world's most demanding media and entertainment companies such as CBS, BBC, CNN, FOX, CBC, Comcast, Direct TV, Time Warner, MTV, Discovery and Lifetime, as well as a growing number of users in a broad range of business environments, rely on Telestream products to streamline operations, reach broader audiences, and generate more revenue from their media. If you're looking for an industry leader in the high growth area of video, Telestream is for you.

Technical Support Engineer - Remote US (Beaverton, OR preferred)

Position Summary:

The Technical Support Engineer is one of the most important roles within any organization - responsible for issue tracking, advanced troubleshooting, escalation and resolution; all while maintaining clear communication with the impacted customer. Those forms of contacts may include: ServiceCloud, phone, email or teleconferencing. Advanced duties can include tasks such as (but not limited to) database queries/scripts, recreation of issues in lab environments, working with development and 3rd Party hardware/software vendors to identify solutions, and more. We are looking for an individual who thrives in challenging situations and is passionate about solving complex issues and supplying unique solutions. We see this as an integral role within the company to ensure best-in-class customer support and satisfaction. This role will be supporting our Test and Measurement products including PRISM, Waveform Monitors and Sync Generators.

Responsibilities:

• Responsible for first call customer response, trouble ticket generation, incident troubleshooting, problem resolution and customer escalation through root cause analysis.
• Assisting other teammates as needed to collaborate on resolutions.
• Write and maintain documentation concerning the support processes, internal tools and scripts, including training material.
• Advocate for customer needs internally to immediate management, Sales/Professional Services, product and Development Groups.
• Communicate with customers throughout the case lifecycle and initiate customer call back after problem resolution to ensure customer satisfaction.
• Assist in the identification of application hardware/software failures that can be addressed through patches, upgrades configuration changes, solution redesign and software development (bug reporting and solution implementation).

Qualifications:

• Excellent software/network troubleshooting skills and experience
• Ability to work under pressure and maintain professionalism
• Strong communication skills with the ability to effectively articulate technology and solution positioning to both business and technical users
• Ability to work independently with minimal supervision
• Must have experience and knowledge of Linux-based O/S administration, Ethernet, TCP/IP, multicast networking, IP Routing
• Undergraduate degree in Telecommunications, Computer Science, Electrical Engineering, or related discipline

Preferred Skills

• Previous experience providing technical support for video technology products
• Broadcasting or video production industry experience (either working in broadcasting or selling to broadcasters)
• Knowledge of industry standards such as SMPTE 2022-6, SMPTE 2210-X, PTP, SRT, and NDI
• Experience with Telestream's Test and Measurement products (PRISM, Waveform Monitors, Sync Generators)
• Experience with digital video and audio technology, video servers, compression technology and infrastructure requirements including strong problem-solving skills with these technologies
• Ability to troubleshoot audio and video problems on IP networks

Job Posted by ApplicantPro