Provide direct customer support for our products and solutions.
Successfully deliver on-site (and remote) post-sales commissioning and training services.
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.
Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge, technical acumen, and technical sales skills.
Develop and maintain knowledge base articles, user documentation, and guides to support products and services.
Maintain, configure, and schedule use of lab systems for all the larger remote Customer Success teams.
Maintain, configure, schedule, and deliver demo equipment and solutions for customers and tradeshows, while managing inventory and availability.

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, and 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, with Cisco, Arista, or NETGEAR certification preferred)
Knowledge of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc) and knowledge of public cloud provider technologies and infrastructure such as AWS, Azure, Google
Excellent communication & presentation skills, with strong knowledge of PowerPoint, Word, Excel
Attention to detail and a strong work ethic
Ability to work independently, while contributing to a team environment collaborating across departments
Mobility and willingness to travel – lives within reachable proximity of a major airport.
KCS v6 Practices certification highly desirable

Service and Support Engineer

Key skills