Technical Support Engineer I – MAM

The Technical Support Engineer I position is primarily an Office/Remote based Customer Support role providing assistance to our Customers, Resellers, and Professional Services field staff Worldwide for Avid’s Media Asset Management Systems using a suite of Support tools and Systems to resolve Customer’s Technical issues.

What you’ll do

• To support Avid’s market leading Platform solution Media Central Cloud UX and Media Asset Management solutions, (Interplay MAM & Media Central Asset Management) as part of a WW support team.
• Follow standardized CS practices & processes in analysing situations or leveraging pre-existing information to identify and resolve problems.
• Accurately record, respond to, and work issues relating to Avid’s Customers and Reseller network via the Avid CRM business tool to ensure SLA resolution targets are met.
• Work in conjunction with Avid’s Reseller network to ensure that End Customer satisfaction and problem resolution targets are met.
• Solve complex technical problems – including the testing of configurations and the operation of processes / workflows using Avid’s Technical Lab systems to emulate that of a customer’s environment.
• Work with 3rd party vendors and OEMs as part of Avid’s “Open Eco-System” workflow methodology.
• Where necessary - Escalate and manage issues in accordance with the Avid Escalation process, providing Customers and Avid internal staff with regular progress updates as directed.
• Usage of Avid’s shared content systems, such as Avid’s Knowledge Base (KB) to not only help resolve known issues - but also to capture new solutions to problems as they are resolved.
• Engage in the handover process from the Professional Services Delivery team to CS ensuring issues from Project installations and upgrades are entered in the CRM tool and worked upon to a successful resolution.
• Assist the Avid Sales teams in the promotion of Avid Products and Support Offerings

About You

• Ideally, You will have a BA (Hons) or BSc (Hons) Qualification in Computer Science, Digital Media Production, Video and Streaming Technology, or Similar. A proven track record in providing technical support for Avid’s product portfolio and/or of a Media Asset Management System in your current Job role is also acceptable.
• You have a passion for Technology. You are also a keen problem solver, excelling at analysing and figuring out technical issues using self-initiative, experience or learning.
• You must be able to demonstrate knowledge and experience of Linux/CentOS, Network architectures, OSI models, Internet Protocols and the like.
• Knowledge about Docker and Kubernetes is desirable.
• Knowledge and experience of a programming language, like C++ or similar is desirable.
• Knowledge of Avid’s CloudUX and/or Media Asset Management products is a distinct advantage, but knowledge of other vendors’ asset management systems would be acceptable.
• You are keen to learn Broadcast Workflow, and how MediaCentral | CloudUX systems forms the heart of Avid’s Media Central Product range.
• You must be able to communicate fluently and efficiently in English. Fluency in another language would also be an advantage.
• You must have a clear understanding of Customer Support delivery and be able to demonstrate such by way of examples.
• You must be able to work as part of a Worldwide team and show team player skills.

Avid is an equal opportunity employer. We celebrate diversity, equity, and inclusion – an environment we are committed to creating for all employees.

About the Team

Avid has a product range from low-end host based to high-end infrastructure solutions, including the industry’s leading Video Editor “Media Composer”, plus Media Asset Management and Music Production systems, and Broadcast / News production solutions that are in use at most of the World’s leading Broadcasters.

Avid Customer Care is responsible for the provision of industry leading technical and operational support for our Product software and Workflow Solutions.

Working as part of Avid’s Worldwide Customer Care team and network of Resellers, the individual will be responsible for resolving technical issues, adhering to Avid’s contractual Service Level Agreements (SLA’s) when required to ensure consistency of Support standards to End Customers.

Work location: Working Hybrid - Home&Office.

#LI-Hybrid #L1-CE1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!