Enterprise Support Engineer

Summary

Join Evertz as a highly technical and self-motivated support engineer, providing expert technical direction to major media and entertainment customers globally. You will troubleshoot and diagnose operational issues, recommend solutions, and maintain communication between customer service and other Evertz departments. This role involves assisting with firmware upgrades, system maintenance, and cloud deployments, as well as contributing to design changes and developing customer guides. The position offers limitless opportunities to learn and grow within the industry using cutting-edge technologies. You will be integrally involved in both private and public cloud deployments of the Evertz hardware and software technology stack. You will assist customers in maintaining superior system up-time and performance by assisting them with quick, efficient and professional problem-solving.

Requirements

• Previous experience in support roles is desirable
• Good communication and interpersonal skills
• Experience with Databases (My SQL, Aurora)
• Experience with Linux (any flavour)
• Problem-solving attitude and ability to react to changing situations
• Ability to act effectively in high-pressure situations
• Dedicated to delivering excellent customer service
• Passionate about technology and eager to learn new software and hardware products
• Ability to multitask in a fast-paced environment
• Degree or diploma in IT, Electronics or Computer Electronics

Responsibilities

• Respond and provide expert technical direction to customers regarding operational issues, firmware upgrades and general system maintenance
• Regularly assess customer applications and troubleshoot/diagnose issues through research and/or issue replication to determine the root cause
• Recommend solutions utilizing various levels of technical language appropriate to the customer in a timely, clear, and professional manner
• Maintain a communication link between customer service and other Evertz departments by partnering to resolve customer issues and communicating status/progress to customers
• Aid in design changes and interface with Evertz Product Management team regarding new “feature requests”
• Support the development of communications tools by generating or authoring customer guides and providing detailed technical information to the technical writing group
• Participate in on-call duty

Preferred Qualifications

• Python and JavaScript familiarity is preferred
• Enthusiastic about Computer hardware
• Media Asset Management or Playout (Linear and Non-Linear) system experience is a valuable asset
• Understanding of network technologies (DNS, DHCP, TCP/IP, Firewalls, Switches)
• Knowledge of cloud computing environments (AWS is preferred)
• Willingness to travel if required