Service And Support Engineer

Summary

Join Grass Valley as a Service and Support Engineer, providing industry-leading customer service and innovative solutions for broadcasting challenges. You will manage customer support, troubleshoot issues remotely and on-site, integrate new systems, and maintain existing ones. Responsibilities include managing field activities, testing equipment, communicating with clients, analyzing data, and creating technical documentation. The role requires experience as a support engineer, a degree or equivalent in the broadcast industry, and technical knowledge of hardware, software, video/audio formats, networking, and databases. Preferred qualifications include strong customer focus, multitasking skills, and a willingness to learn. Grass Valley offers a competitive compensation package and comprehensive benefits.

Requirements

• Previous experience as a support engineer, field engineer or similar role
• Degree qualified or equivalent combination of skills and experience in the Broadcast Industry
• Well-versed in technical aspects of field projects, including HW and SW
• Knowledge of Broadcast Video and Audio formats
• Knowledge of New technology, Networking, 2110-xx, Cloud
• Knowledge of DB maintenance (SQL…)
• Working knowledge of server-based applications and computer networking
• Attention to detail, very good organization and stress management
• Outstanding communication skills (Written and Spoken)
• An analytical mind and strong problem-solving ability

Responsibilities

• Receive and manage customer support calls
• Help customers troubleshoot and resolve issues remotely
• Reproduce customer issues in the lab and escalate to L2 or R&D for resolution
• Help ship and configure replacement parts to customer sites
• Travel Occasionally to customer sites to help integrate new systems or support live events
• Install new systems and help maintain existing systems
• Manage field activities and implement engineering designs
• Run field operations, offering technical support, and troubleshooting on-site issues
• Oversee equipment testing, maintenance, installation, and planning
• Communicate with clients to determine needs and explain complex issues
• Analyze data, monitor expenditure, and draft progress reports
• Write tutorials, how-to videos, and other technical articles
• Work on highly complex customer problems
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged within SFDC, JIRA
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Produce written designs and documentation regarding proposed or actual deployments - includes traditional as well as solutions using Grass Valley AMPP Technology

Preferred Qualifications

• Strong customer focus
• Strong multi-tasking skills
• Self-starter who is excited about technology
• Willingness to learn and adapt to the entire technology stack
• Solid research skills with an emphasis on finding and using information quickly
• Proven ability to function as a part of a team
• Excellent written and verbal communication skills
• Proven ability to meet deadlines
• Be hardworking, organized, team orientated and be able to work under pressure
• Ability to travel to and work at customer sites on a regular basis if required

Benefits

• Competitive compensation package
• Comprehensive benefits including a flexible time off policy
• Energizing and supportive work environment