Support & Implementation Engineer, Newsroom Software (US Remote)

Octopus Newsroom develops newsroom computer systems for broadcasters. The Support & Implementation Engineer provides technical support, installs and upgrades the system, trains customers, and assists with integrations and pre-sales across North America.

Responsibilities:

• Provide advanced technical support to TV newsrooms using Octopus, often close to air time
• Troubleshoot using logs, configuration files, APIs and MOS device communication, then fix the issue or pass it to development with clear documentation
• Install new systems and run upgrades, remotely and on site
• Train customers and help them adopt new features
• Talk with customers about upgrades, new modules and integrations, and join pre-sales calls as the technical expert next to our sales manager
• Reproduce issues in test environments and help improve our documentation

Requirements:

• 3+ years in technical support, implementation, systems engineering or solutions engineering, working directly with customers
• Solid Linux server skills: services, CLI, permissions, logs
• Hands-on experience with Docker and virtualized environments (VMware, Hyper-V or public cloud)
• Good networking knowledge: TCP/IP, firewalls, VPNs, on-premise and data center setups
• Comfortable reading API requests, logs, XML and JSON
• Experience in broadcast, news or media technology, either at a broadcaster or at a vendor or integrator (NRCS, MAM, graphics, playout, automation)
• Clear communication with both engineers and non-technical users like producers and editors
• Based in the US
• Experience with Octopus, Avid iNEWS, AP ENPS, Dalet or another NRCS
• MOS integrations with graphics, playout or prompter systems
• Deploying or upgrading mission-critical systems in live environments
• A mix of newsroom operations and IT experience
• Pre-sales, scoping or technical account management experience
• Spanish