Technical Support Engineer

3 weeks ago

Austin, United States Media Excel Full time

Company / Job Description:


Media Excel, Inc., the emerging leader in multiscreen video transcoding/encoding and video asset management for Broadcast, Cable, IPTV, and OTT, seeks a highly motivated Technical Sales/Support Engineer.


Our products incorporate video compression, streaming technologies based on Media Excel’s optimized software solutions.


Media Excel features a "universal transcoding solution" for IPTV, Mobile TV, OTT, and digital video content management and repurposing equipped with homegrown compression and streaming software solutions.


Position overview:


This role supports sales growth and deal flow by securing the “technical close” of complex solutions. You will collaborate with sales and marketing to ensure proposed solutions accurately address customer needs and are appropriately supported by key customer technical decision-makers.


All engineering roles report to the Director of Engineering and focus on his/her activities, but are not limited to the US. Media Excel has a global sales network and customers worldwide. You will be based in the Austin area, where Media Excel is expanding the team and presence to support the region’s growth.

 

Pre-sales activities:

  • Coordinate closely with sales and marketing to align solution design with customers’ business requirements.
  • Proactive RFP management. Scope the technical solution required to address customer requirements, assesses customers’ needs, and recommend solutions that optimize value for both the customer and the firm.
  • Prepare and set up a proof of concept and demos in customer environments.
  • Create and deliver high-level presentations, demonstrations, and discussions credibly and compellingly, and position themselves as a trusted advisor.
  • Representation of Media Excel at key industry forums, trade shows and other events as the local expert in Media Excel technology.
  • Prepare and provide systems technical training to key customers.


Post-sales activities:

  • Help support the NAM and EMEA region and attend Service Review meetings with customers in the region.
  • Project management of technical solutions to be delivered.
  • Reproduce issues or assist in remotely troubleshooting support cases.
  • Deployment and configuration of media workflow solutions in customer environments
  • Support for customer system upgrades and maintenance


Administration and documentation:

  • Update the JIRA ticketing system: incident tracking, management, and reporting.
  • Create and maintain Confluence pages for the knowledge base of our products.
  • Contribute to the continual improvement of Media Excel Customer Engineering tools and process.
  • Write comprehensive, easy to understand, and well-communicated SoW for the Project department to implement.

 

Required Skills:

  • Extensive experience in configuring Linux environments, specifically Ubuntu and Redhat/CentOS.
  • Deep expertise in networking protocols and configurations.
  • Strong knowledge of audio and video formats and codecs.
  • Proficient in video transmission protocols such as SRT, HLS, DASH, CMAF, and RTMP.
  • Experience working with REST APIs.
  • Bachelor’s degree or higher in Computer Engineering, Electrical Engineering, or Computer Science is required
  • Knowledge of IP Networking and video streaming technologies
  • Good communication skills
  • Excellent problem-solving skills
  • Ability to travel in North America, and possibly to Europe
  • Ability to work within a multicultural team
  • 3+ years of professional experience, preferably in the pre-sales position
  • Legally eligible to work in the US


Preferred Skills:

  • Python or shell scripting experience is a plus

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