Service and Support Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Deliver direct customer support for our products and solutions.

• Effectively provide on-site (and remote) post-sales commissioning and training services.

• Oversee and take responsibility for Customer Support cases.

• Engage in the 24/7 Service Level Agreement hotline during local office hours and be on-call during the weekends.

• Assist customers with remote online sessions when required.

• Actively educate clients, business partners, and team members to improve their understanding of products and solutions, technical expertise, and sales skills.

• Create and maintain knowledge base articles, user documentation, and guides to support our products and services.

• Manage, configure, and schedule the use of lab systems for all larger remote Customer Success teams.

• Oversee the configuration, scheduling, and delivery of demo equipment and solutions for customers and trade shows, while managing inventory and availability.

⛳️ Requirements

• Minimum of 4 years of demonstrated experience in a relevant market field.

• Bachelor's degree or an equivalent program related to information technology, software/electrical engineering, computer science, or a related discipline.

• Familiarity with communication and digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP).

• Understanding 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.

• Awareness of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc.) and familiarity with public cloud provider technologies and infrastructure such as AWS, Azure, and Google.

• Exceptional communication and presentation abilities, with a strong proficiency in PowerPoint, Word, and Excel.

• Strong attention to detail and a solid work ethic.

• Capability to work independently while also contributing to a collaborative team environment across departments.

• Flexibility and readiness to travel, residing within accessible proximity of a major airport.

• KCS v6 Practices certification is highly desirable.

🏝️ Benefits

• Health insurance.

• Paid time off.

• Opportunities for professional development.

• Travel opportunities.