Service and Support Engineer
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Job Description
Service and Support Engineer at RIEDEL Communications providing customer support for live production tools. Managing customer support cases and delivering commissioning and training services.
Responsibilities:
- 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.
Requirements:
- 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
Benefits:
- Health insurance
- Paid time off
- Professional development
- Travel opportunities
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