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EVS Broadcast Equipment · 3 days ago

Technical Account Manager

Fairfield, NJ

Full-time

Hybrid

Mid Level

EVS Broadcast Equipment is a pioneer in LIVE production solutions for global broadcasters, streamers, and venues. They are seeking a Technical Account Manager to coordinate customer needs, provide technical support, and enhance overall customer satisfaction by managing key accounts and ensuring the delivery of high-quality service.

Video

H1B Sponsor Likely

Responsibilities

Serve as the primary point of contact for customers, providing expertise, advice, and management of requests. Responsible for following incident queues & quality of responses

Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution and restoration. This includes gathering data on incident trends, hardware and software failures, and resource utilization

Develop and maintain technical documentation in relevant systems and ensure timely reporting on service levels. Proactively monitor services and performances with KPI metrics

Trigger internal preventative escalations when cases are at risk and coordinate proactive health checks and onsite interventions

Continually provide internal stakeholders with overviews of customer’s systems and workflows to maintain a base knowledge across the teams. Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues

Validate any change in customer infrastructure, or workflow, to meet current agreements and collaborate with support and solutions architects for large system additions/changes, new workflows, etc

Collaborate closely with colleagues and provide product feedback to prevent future customer issues

Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients

Facilitate the configuration and the installation of products, systems, solutions, and equipment

Provide coaching, assistance, and advanced technical training to colleagues and customers on using EVS product families, systems, and applications

Adhere to department policies and procedures

Be part of the On-Call system (24/7 customer support hotline)

Proactivity and accountability are mandatory

Qualification

Technical SupportIP NetworkingBroadcast TechnologiesWindows ServerLinuxCustomer ServiceAnalytical SkillsProblem-solvingCommunication SkillsTeam PlayerDocumentation Skills

Required

Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience

Familiarity and/or practical experience within the Broadcast Industry

Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable

Ability to solve a wide variety of IT-Broadcast System issues

Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux

Proficiency in IP computer Networking

Knowledge of Broadcast equipment, routing, and audio/video systems

Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards

Team player, motivated, and proactive

Analytical and problem-solving mindset

Ability to identify different technical issues and clearly document them

Strong troubleshooting skills

Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations

Strong communication skills

Respect, approachability, and dedication to customer service

Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

English (verbal and written communication skills are mandatory)

Benefits

Comprehensive healthcare, dental, and vision coverage for you and your eligible family members, fully paid by the company, starting on day one

Savings Plan (401K) in which the company will match 25% of all employee contributions

Company

EVS Broadcast Equipment

EVS is a provider of video technology services for broadcast and new media productions.

Founded in 1994

Seraing, Liege, BEL

501-1000 employees

https://evs.com/

H1B Sponsorship

EVS Broadcast Equipment has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2022 (1)