Delivery & Support Engineer - Playout

With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.  

As the industry’s R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry. We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers to build successful media businesses and navigate the rapidly shifting mediascape.  

Grass Valley has been engaged in the media technology business for over 60 years and is part of Black Dragon Capital. 

Our people are creative, knowledgeable, passionate and dedicated, working together to deliver high quality solutions and services to customers all over the world. We are looking for our future ambassadors, technologists, thought leaders and innovators to continue this beautiful journey with us. This is your opportunity, join us!  

For further information, please visit Grass Valley.           

The Role 

We are looking for an enthusiastic Broadcast Engineer to support our customers worldwide using the Morpheus and ICE family of Playout solutions. To be successful in this role, you must have a true passion for helping and supporting and have our customers’ best interest at heart, as well as the business itself. 

The main purpose of the job is: 

• Put our customers first by providing industry leading customer service with innovative solutions to overcome challenges faced by our customers 

• Apply advanced troubleshooting techniques to provide solutions to our customers' individual needs 

• Work directly with Grass Valley Support Account Managers and Product Experts to help reproduce and resolve customer issues 

• Drive customer communication 

• Drive projects that improve support-related processes and our customers’ technical support experience 

• 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 and support programs 

• Prioritize and manage several open issues at one time 

• Prepare accurate and timely reports 

• Produce written designs and documentation regarding proposed or actual deployments. 

What you’ll need to be successful  

• Technology Systems Knowledge:  

• Experience working with, and ideally supporting the Morpheus and ICE playout family. 

• Degree qualified or equivalent combination of skills and experience. 

• Understanding of Video, Broadcast production techniques 

• Working Knowledge of digital and analogue electronics and digital and analogue video and audio systems 

• Strong knowledge of Compressed & Uncompressed Broadcast Standards (2110, 2022, NDI, SRT)   

• Working knowledge of Broadcast test equipment (Telestream PRISM, Phabrix, IP & SDI)  

• Understanding of IP switch configuration and network architecture. (L2 vs L3, PTP, Multicast)  

• Working knowledge of server-based applications and computer networking  

• Working knowledge of Windows and Linux 

Other Preferred Skills:  

• Self-starter who is excited about technology  

• Strong customer focus  

• Strong multi-tasking skills  

• 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, organised, team orientated and be able to work under pressure  

• Ability to travel to and work at customer sites on a regular basis if required  

• Knowledge of Storage Systems  

• Exposure to security concepts / best practices 

Grass Valley offers competitive compensation packages in an energizing and supportive work environment. 

This job description is intended to describe the general nature and level of work involved for this job.  It is not an exhaustive list of all responsibilities, duties and skills required of this job. 

Grass Valley is an equal opportunity employer and makes employment decisions without regard to gender, marital status, race, religion, color, age, disability, sexual orientation or protected veteran status.