Manage and take ownership of Customer Support cases
Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend
Support customers with remote online sessions when needed
Reproduce issues on service lab equipment
Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge
Champion KCS principles, educating and coaching support staff on effective knowledge creation and maintenance
Develop and maintain knowledge base articles, user documentation, and guides to support products and services
Utilize the knowledge base to efficiently resolve customer issues
Maintain, configure, and schedule use of lab systems for all the larger remote Customer Success teams
Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery
Advise Management on project and support case status, risks and mitigation
Research and promote additional business opportunities, solutions, and services sales to the client and sales team

4+ years of proven experience in a relevant market field
Bachelor’s degree or equivalent program related to information technology, SW/EE engineering, computer science, or related field
Knowledge of communication, digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP)
Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-7, NMOS, PTP)
Knowledge of IP technologies and standards (VM, TCP, UDP, IGMP, VLAN, PTP)
Knowledge of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc)
Technical and operational knowledge of live production equipment
Knowledge of fiber optic systems and RF systems
Knowledge and experience with both development and CRM tools and software (Salesforce, Atlassian Jira/Confluence preferred)
Excellent communication & presentation skills
Attention to detail and a strong work ethic
Ability to work independently, while contributing to a team environment collaborating across departments
Proficiency with Learning Management Systems, Knowledge Base software, and/or CRM platforms preferred
Mobility and willingness to travel – lives within reachable proximity of a major airport.
English (fluent)
Spanish preferred
French or Portuguese a Plus

Service and Support Engineer

Key skills