Grass Valley
Service and Support Engineer
Remote - Full Time
About Grass Valley
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.
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 www.grassvalley.com
The Role:
Grass Valley is looking for a Service and Support Engineer to demonstrate industry leading customer service and provide innovative solutions that help to resolve our customer’s various broadcasting challenges.
The main 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
- 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
- Basic cloud technology knowledge (AWS, Azure or Google Cloud certification) (Preferred)
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
- Competitive compensation package
- Comprehensive benefits including a flexible time off policy
- 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.
