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
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
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
Resolve issues in your queue while creating repeatable,
steps-based documentation for both internal and external
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
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
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
You’ll get to deploy cloud-based servers using virtualization
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
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
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
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
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
Customer Empathy: We listen first. We believe this allows us to
understand the context of the story and respond rapidly with
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
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