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 traditional 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
Fluent in Italian
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