Job Details

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, ITV, Comcast, Direct TV, Time Warner, MTV, Discovery, Vodafone 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

Job Description

The Technical Support Engineer plays a crucial role in shaping support processes and contributing to the overall success of the technical support team. It is characterized by a higher level of experience, expertise, leadership, and the ability to handle more complex technical challenges, advanced troubleshooting, escalation and resolution all while maintaining clear communication with the impacted customer.

Those forms of contacts may include: Service Cloud, phone, email or teleconferencing.

Technical Support Engineer demonstrates a deep and comprehensive understanding of 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 resolving intricate technical challenges. We see this as an integral role within the company to ensure best-in-class customer support and satisfaction.

Responsibilities

Customer Support

• Main responsibility is providing advanced technical assistance to our clients, guiding the resolution of complex issues
• Responsible for first call customer response, trouble ticket generation, incident diagnosis and 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.
• Communicate 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.
• Participate in on-call rotation for off-hour support and rotating shift to staff 24x7 global support model.
• 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).
• Responsible for SLA adherence in terms of first response and resolution times to ensure that service objectives are met.
• Additional or different duties may be assigned from time to time

Minimum Requirements

• Bachelor's degree in computer sciences or related field of study or equivalent combination of education
• 5+ years experience in Information Technology and/or Software Support
• Wide experience in TS family Vantage, Lightspeed Live Capture, Vidchecker, Glim and Stanza
• Ability to understand complex issues, with extracting key facts and creating error report for engineering.
• Excellent interpersonal skills and a collaborative style
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Ability to Understand complex workflows across multiple servers and mediums
• Wide experience in technical fields:
  • Transcoding, IPTV, ABR, Subtitles
  • Digital Video formats / codecs (MXF, mov, mp4, mpeg2, h.264, h.265 etc)
  • Windows Server, 2012, 2016, 2019+ environments
  • Databases MSSQL, Basic Availability Group
  • Cloud Storage (S3, Azure, etc)
  • Server hardware technology
  • Local Disk (SAN, NAS, Stornext, etc)
  • Remote access (VPN, Webex, RDP)
  • Customer support/escalations
  • Networking- FTP, CIFS, Tcp/ip, UDP, Wireshark, Fiber/Switches/HBAs
  • Knowledge Management with strong skills in technical writing

Desired Qualifications

• Ability to manage multiple tasks and priorities
• Persuasive with details and facts, skill for setting customer's expectations
• High comfort level working in a diverse, rapidly changing customer service environment
• Candidate must be able to work within a flexible team and independently with minimal management oversight
• Troubleshooting skills including:
  • Avid, Final Cut, Adobe Premiere experience
  • CML, XML, JSON
  • Metadata
  • APIs- WebServices, Enterprise Connect, REST
  • Experience with MS Office, Salesforce, Jira
  • Supermicro, NVIDIA, SDI Cards
  • Any experience with transcoding (Vantage)

Language Skills

• English although multi-lingual (Spanish, French, Portuguese) a plus