Delivery & Support Engineer

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.

About Grass Valley?

As the world continues to evolve, Grass Valley is also transforming: Creating innovative breakthrough solutions to serve customers’ changing needs and realities. We are proud that for over 60 years, our innovations have enabled content creators, broadcasters and media organizations to produce rich, compelling content that brings the viewer even closer to the action; more engaged with the story and more connected to others.

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!

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. This includes assisting customers onsite.

• 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 - includes hardware, as well as solutions using Grass Valley AMPP Technology 

What you’ll need to be successful: 

Technology Systems Knowledge:  

• 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 (Ubuntu) 

• Exposure to Cloud computing (AWS EC2, Security groups, VPC, IAM, S3 Bucket.) 

• Exposure to Kubernetes, docker, & K9s would be particularly beneficial. 

Other Skills:  

• Self-starter who is excited about technology 

• Strong customer focus 

• Strong multi-tasking skills 

• Ability to travel to and work at customer sites on a regular basis if required - 4 days every 2 weeks. 

• 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 

• Working Knowledge of Grass Valley Live or Networking Products 

• Exposure to Virtualization (VMware, Xen, Hypervisor) 

• Knowledge of Storage Systems 

• Exposure to Virtualization technology experience (Kubernetes, docker, k9s,VMWare, Xen or KVM) 

• Knowledge on & with IPsec, VPN, Load Balancing, Iperf, Routing Protocols, SSH, Network Monitoring / Troubleshooting tools 

• Exposure to security concepts / best practices