Service and Support Engineer
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Job Description
Service and Support Engineer at RIEDEL Communications, providing customer support for live production tools and solutions. Responsible for commissioning, training services, and customer satisfaction.
Responsibilities:
- 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
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, 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
Benefits:
- Health insurance
- Opportunities to grow
- Equal opportunity employer
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