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Senior Technical Support Engineer

Company: EditShare
Location: Los Angeles
Posted on: September 17, 2020

Job Description:

Position Title : Senior Technical Support Engineer

Why We Exist and What We Do

EditShare exists to simplify storytelling. We enable media professionals to collaborate on projects thanks to our ever-expanding range of innovative products and features, all designed to improve production and unleash creativity. Integration and collaboration are central to all products in our comprehensive range of media management solutions - from ingest to archive.

Why We Need You

As our customer portfolio expands and we move towards cloud-based solutions, we are in the process of building a best-in-class global service assurance organization to drive high-quality planning, installation, commissioning and support governance across our business. Working as part of a regional team and global family, you exemplify the spirit of a best in class Senior Technical Support Engineer, while having strong technical aptitude as well as deep knowledge and the ability to think on your feet. You have the right attitude and ability to provide technical support services to our external customers either in the field or remotely while liaising internally with our pre-sales, product and engineering teams.

Problems You’ll Solve

Starting on day one, you’ll work directly on our product suite within a complex ecosystem of post production tools.

In your first week, you’ll come up to speed on our business communication platforms.

Within your first weeks you’ll collaborate with all tiers of support to triage issues, file and update bug

reports, and provide workflow and technical solutions.

Within your first 30 days, you will begin to provide technical support services to our external customers, either in the field or remotely, while liaising internally with our pre-sales, product and engineering teams.

Resolve issues in your queue while creating repeatable, steps-based documentation for both internal and external audiences.

Within 3 months, you’ll provide direct 1st, 2nd and 3rd line support to our customers in the field.

On an ongoing basis, you’ll triage and work on incoming issues to bring them to quick resolution per our SLA utilizing strong troubleshooting skills.

You’ll work with Linux and Windows servers in a system admin capacity to resolve complex hardware and software problems.

You’ll resolve issues with hardware and software RAID storage every day.

You’ll get to work on network related issues, narrowing down the variables (switches, routers, LAN, VPN, Active Directory) to help isolate problems to a specific device, port, protocol, etc.

You’ll work closely with Engineering and Product Management to recommend and implement cutting edge enhancements and features that expand our customer base and provide an improved customer experience.

You’ll get to deploy cloud-based servers using virtualization and containerization.

You’ll get to troubleshoot hardware issues related to various OEM partners, as well as EditShare deployments.

You’ll query SQL and PostgreSQL databases to help gain a better understanding of customer issues.

You’ll stay on the cutting edge of v ideo production workflows, including video editors (NLE software such as Adobe Premiere, Avid Media Composer, Final Cut Pro X, Lightworks, etc.), cameras, file formats and codecs, broadcast technology, etc.

What We’re Looking For

Customer focused : You enjoy solving customers’ problems and routinely go above-and-beyond to ensure a positive outcome.

Analytical thinker:  You can look at data and identify trends. In fact, you may be the go-to person on your existing team to organize, sort, analyze data and make recommendations on action items.

Relationship builder: You build constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect. You treat people well (coworkers, customers, vendors) and in turn, they respect and value their relationship with you.

Clear communicator: You may not know all our specific tools yet, but you embrace database tools and various communication technologies to collaborate across teams. You document your process in detail, providing the right tone and information for the audience.

Cultural ambassador: You are able to travel and be physically present with our customers, as required. You represent yourself and your company in an exemplary manner when facing customers, by taking personal ownership of customer projects when on-site. Customers you worked with before have faith in you, and would recommend working with you over others.

Team player: We currently use an on-call rotation and everyone plays their part in this. We also share responsibility for doing occasional on-site commissioning of new systems.

It would be great if you bring any of the following:

Programming experience using scripting languages such as Python, SQL, Bash as well as any experience working with agile software development methodology

Active Directory and LDAP administration

LTO tape archive technology

Experience doing onsite installations, deployment of new equipment and end user training

Video Editing platform experience

How We Work

The spirit at EditShare encompasses customer empathy, humility, winning together, digging deeply, and playing multiple roles. The way our staff meets its challenges makes us what we are and is the reason why EditShare has been such a success since its founding in 2004.

You will need to demonstrate that you can make a difference quickly while embracing Editshare’s performance-driven culture. We’ll give you the help you need to make that happen. Our team has a few common characteristics; if you share these, you’ll fit right in:

Customer Empathy: We listen first. We believe this allows us to understand the context of the story and respond rapidly with innovative solutions.

Humility: We recognize that we are stronger as the sum of our parts and respect the value of each individual contribution. We have the courage to do the hard work and learn along the way.

Dig Deep: We have the curiosity to ask questions until we understand and the integrity to follow through on hard discussions.

All Around Players: We are all willing and able to step in and play any position. We all own the problem and are willing to quarterback a solution.

Win Together: We are happy when our customers and our teams succeed. We practice honest communication and respectfully work together to solve complex problems.

EditShare is an equal opportunity employer and does not discriminate on the basis of any characteristic protected by applicable federal, state or local laws.

Customer Success - Service Assurance Americas

Keywords: EditShare, Los Angeles , Senior Technical Support Engineer, Other , Los Angeles, California

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