Grass Valley · 5 hours ago
Service and Support Engineer
United States
Full-time
Remote
Entry, Mid Level
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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
Qualification
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Required
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
Preferred
Basic cloud technology knowledge (AWS, Azure or Google Cloud certification)
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
Benefits
Competitive compensation package
Comprehensive benefits including a flexible time off policy
Energizing and supportive work environment
Company
Grass Valley
Grass Valley name has been synonymous with innovation, leadership, and performance. With an eye to the future.
Founded in 1959
1,001-5,000 employees
Funding
Current Stage
Late StageTotal Funding
$256MKey Investors
Morgan Stanley Private CreditLazard
2024-03-21Debt Financing· $220M
2020-02-04Acquired· by Black Dragon Capital
2001-06-04Series Unknown· $36M
Leadership Team
Marek Kielczewski
Chief Technology Officer
Michael Prinn
Chief Financial Officer
Recent News
2024-05-29
TVTechnology
2024-05-21
Company data provided by crunchbase
