Technical Support Engineer – Operation Center Solutions
3 months ago
ABOUT US:
About Haivision
Haivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Our connected cloud and intelligent edge technologies enable organizations globally to engage audiences, enhance collaboration, and support decision making. We provide high quality, low latency, secure, and reliable live video at a global scale. Haivision invented the award-winning SRT low latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, EMEA, and APAC. To learn more, visit Haivision at haivision.com.
--------------------------------------------------------------------------------------------------------------------------------------------
Job Summary:
The Technical Support Engineer (TSE) is responsible for providing an exceptional technical support experience to our customers in the operations center market. Experienced TSEs with expertise in operations center ecosystems will be responsible for product issue troubleshooting, systems analysis, health checks, optimization, upgrades, and general workflow consulting involving hardware and/or software. The TSE will also collaborate with other support team members, Sales Engineering, Product Management and Development, to advocate for Haivision’s customer’s workflows and ecosystems.
Only candidates with a solid working knowledge of Windows operating systems and experience with LAN/WAN video distribution technologies, IP video systems expertise, internet infrastructure, network expertise, and troubleshooting will be considered.
**This position requires participation in rotational, on-call or after-hours shifts (compensated).
**Must be open to domestic and international travel (up to 50%).
Responsibilities
- Respond to incoming customer calls, chats, support portal generated support tickets.
- Advise customers on reported product issues or desired functionality and provide solutions.
- Gather initial info such as customer use case, software versions, logs, network topology, etc. to properly triage and expedite resolving the customer issue.
- Ensure customer reported issues are resolved in a timely manner to ensure customer satisfaction and escalate urgent problems requiring more expertise.
- Work collaboratively with other support engineers to ensure all new cases are triaged and existing cases are progressed to close.
- Diagnose, update, and fix customer issues remotely via SSH, RDP, or other remote access protocols, along with providing phone, email support and guidance.
- Reproduce reported customer issues, mimic customer environments, perform stability and bug testing, etc.
- Document all interactions with customers in Salesforce Service Cloud to maintain accurate case and customer information.
- Create internal and external knowledge base articles based on case resolution.
- Act as a Subject Matter Expert for Haivision’s video wall technologies including typical customer use cases / workflows.
- Assist with the configuration, maintenance, and administration of the Technical Support team’s lab environments.
- Participate in rotational, on-call shifts to provide 24/7 support coverage.
- Provide onsite customer support as required.
- Complete other duties as required.
Skills and Qualifications
- University degree in Computer Science, Software Engineering or equivalent combination of technical training and work experience.
- Experience in video wall ecosystems, LAN/WAN video distribution technologies, internet infrastructure, network expertise, and troubleshooting.
- Understanding of AV Workflows, AV Networking, System Administration, and backend AV systems.
- Expert knowledge of Windows operating systems.
- A proven history of directly supporting customer relationships in technical applications is required. A background in Technical Support, Customer Success Management or Sales Engineering is preferred.
- Hands-on expertise with SRT, UDP, RTP and other video protocols.
- Good understanding of Real-time transport protocols such as RTP, MPEG2-TS, RTMP, HLS and HDS, and Session protocols such as SIP and STSP.
- Knowledge of analog and digital audiovisual standards and compression technologies like MPEG-2, MPEG-4/H.264 and HEVC.
- Experience using various network troubleshooting tools such as Wireshark, Traceroute, Netstat, Nslookup, etc.
- Additional value for experience with web development or scripting languages such as Python, JavaScript, or various command shells.
- Must have excellent English verbal and written communication skills.
- Fluency in other languages is considered a definite asset.
- Strong customer service skills are essential.
- Strong trouble-shooting and diagnostic skills.
- Self-starter with ability to work with minimal supervision and the desire to thrive in a fast-paced environment.
- Adaptability and flexibility to change and openness to learn new skills as required.
- Attention to detail and accuracy.
If you are a qualified and interested candidate for this position, please submit your resume to careers@haivision.com. Please indicate clearly which position you are applying for. We look forward to hearing from you. For more company information, please visit
-
Atlanta, United States Haivision Full timeABOUT US:About HaivisionHaivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Our connected cloud and intelligent edge technologies enable organizations globally to engage audiences, enhance collaboration, and support decision making. We provide high quality, low latency, secure, and...
-
Integration Solutions Engineer
6 days ago
Atlanta, Georgia, United States Expert Technical Solutions Full timeJob OverviewPosition: Integration Solutions Engineer – Process ControlsLocation: Remote with occasional office presenceCompany: Expert Technical SolutionsExpert Technical Solutions is seeking a skilled Integration Solutions Engineer with a focus on harmonizing various industrial systems and communication protocols within a manufacturing setting. This is a...
-
Support Engineer for Technical Solutions
2 weeks ago
Atlanta, Georgia, United States AlgoSec Full timeAbout AlgoSec:AlgoSec is a trusted partner for over 1,800 leading organizations worldwide, providing essential security for their critical workloads across various environments including public cloud, private cloud, containers, and on-premises networks.Position Overview:We are seeking a Technical Support Engineer to play a pivotal role in our support...
-
Technical Support Manager
1 week ago
Atlanta, United States Christy Media Solutions Full timeThe Technical Support Manager is tasked with delivering top-tier technical support to customers within the operations center market. This role is a blend of management and hands-on technical involvement. The manager will oversee a team of 3-5 Technical Support Engineers, guiding their daily tasks and priorities. Additionally, the role includes direct...
-
Solutions Engineer for Technical Innovations
2 weeks ago
Atlanta, Georgia, United States Jobot Full timePosition Overview:This opportunity is hosted by Jobot, a company committed to transforming the recruiting and staffing landscape. We utilize our proprietary platform, JAXTM, to enhance and streamline the hiring process while fostering a culture centered on kindness and results.Role Summary:We are seeking a dedicated Solutions Engineer specializing in...
-
Support Engineer for Technical Solutions
2 weeks ago
Atlanta, Georgia, United States AlgoSec Full timeAbout AlgoSec:AlgoSec is a trusted partner for over 1,800 leading organizations worldwide, dedicated to securing their critical workloads across various environments including public cloud, private cloud, containers, and on-premises networks.Position Overview:We are seeking a Technical Support Engineer to provide exceptional support for our global clientele....
-
Technical Solutions Engineer
6 days ago
Atlanta, Georgia, United States ATS Full timePosition Overview:We are in search of a skilled and knowledgeable Technical Solutions Engineer to enhance our Managed IT and Security service teams. As an integral part of the engineering division, you will spearhead the development and upkeep of essential tools, platforms, and capabilities that are vital for the success of our Managed Service Provider (MSP)...
-
Support Engineer for Technical Solutions
2 weeks ago
Atlanta, Georgia, United States AlgoSec Full timeAbout AlgoSec:AlgoSec is a trusted partner for over 1,800 leading organizations worldwide, dedicated to securing their most vital workloads across various environments, including public cloud, private cloud, containers, and on-premises networks.Position Overview:We are seeking a Technical Support Engineer to fill a pivotal role within our support team. This...
-
Technical Support Engineer
3 months ago
Atlanta, United States CareStream Dental LLC Full timeJob DescriptionJob DescriptionPOSITION SUMMARYTechnical Solutions Engineer (TSE) is a geographic resource responsible to provide escalated technical support to Carestream Dental customers, field personnel, dealers, and 3rd parties. The primary goal is to minimize the impact to our customer by resolving an incident or request as quickly as possible upon...
-
Technical Support Engineer
2 weeks ago
Atlanta, United States Rhythm Software Full timeOverview & Background We are a fast-growing SaaS company selling a wide, and configurable product to associations & non-profits. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day. We are hiring a Technical Support Engineer who will be focused on responding to technical inquiries about our software, along with...
-
Field Application Engineer
16 hours ago
Atlanta, Georgia, United States nVent Full timeAbout the RolenVent is seeking a highly skilled Field Application Engineer to join our team. As a key member of our organization, you will play a critical role in advancing our success and your own career.Key ResponsibilitiesDomain Authority: Serve as a subject matter expert for nVent Data Solutions products, providing technical guidance and support to...
-
Technical Support Engineer
3 weeks ago
Atlanta, Georgia, United States Rhythm Software, Inc. Full timeOverview & BackgroundWe are a fast-growing SaaS company selling a wide, and configurable product to associations & non-profits. Our state-of-the-art microservices architecture means we deploy to production 20+ times per day. We are hiring a Technical Support Engineer who will be focused on responding to technical inquiries about our software, along with...
-
Technical Solutions Engineer
2 weeks ago
Atlanta, Georgia, United States 9021 SigmaTEK Systems, LLC (Korea) Full timeCompany Overview9021 SigmaTEK Systems, LLC (Korea) is at the forefront of the digital transformation in manufacturing, leveraging innovative technologies to enhance production efficiency and precision.Position SummaryWe are seeking a dedicated Technical Solutions Engineer to join our dynamic team. This role is essential in providing technical support and...
-
Technical Solutions Expert
3 days ago
Atlanta, Georgia, United States Flexential Full timeJob SummaryWe are seeking a highly skilled Technical Solutions Expert to join our team at Flexential. As a key member of our sales team, you will be responsible for providing pre-sales technical expertise to our national sales team, driving business growth and customer satisfaction.Key ResponsibilitiesDesign and Deliver Solutions: Collaborate with sales...
-
Technical Support Specialist
4 days ago
Atlanta, Georgia, United States US Tech Solutions Full timeJob Summary:The SkyProfessor role is a critical position within our team at US Tech Solutions, responsible for providing top-notch support to our client's Flight Attendants with their iPhones and iPads. As a key member of our technical support team, you will be tasked with answering support calls, troubleshooting device issues, and resolving cellular...
-
Salesforce Technical Lead
2 months ago
Atlanta, United States Expert Technical Solutions Full timeJob DescriptionJob DescriptionSalesforce Technical LeadExpert Technical Solutions has an immediate opening for a Salesforce Technical Lead with one of our premier clients in Atlanta, GA. This is a hybrid (2-3x/wk in the office), full-time, permanent position offering excellent career growth and compensation. This technical lead position creates long-term...
-
Technical Support Engineer
2 weeks ago
Atlanta, Georgia, United States Geotab Full timeAbout Us Geotab is a prominent player in the IoT and connected transportation sector, recognized as a certified "Great Place to WorkTM." Our team is composed of diverse and skilled professionals who collaborate to empower businesses, enhance community safety, and promote sustainability. We are at the forefront of security advancements, linking commercial...
-
Technical Support Engineer
2 weeks ago
Atlanta, United States True Anthem Full timeJob DescriptionJob DescriptionTechnical Support EngineerTrue Anthem provides data-driven social publishing to some of the world’s most prominent media companies including Reuters, Bell Media, ABC, American City Business Journals, and Dotdash Meredith, among others. Our solution leverages big data analytics and viral prediction to identify and distribute...
-
Technical Support Specialist
6 days ago
Atlanta, Georgia, United States Disability Solutions Full timeJob SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Disability Solutions. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our customers, resolving complex technical issues, and ensuring a high level of customer satisfaction.Key ResponsibilitiesProvide technical...
-
Technical Support Engineer
3 weeks ago
Atlanta, United States Catapult Solutions Group Full timeDuties range from remote desktop assistance to providing support over the telephone to troubleshooting issues that arise with computers. May also serve other IT department roles such as ensuring that all of the computers in their company's network are backed up, safe and secure. May also deploy security updates to all the systems in their companies' servers...
