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Customer Care Principal Expert - AMER CloudUX & MAM

  • Avid Technology, Inc.
  • 111 Ch De La Gare Piedmont, Quebec J0R 1K0 &, 5455 Av. de Gaspé #330, Montreal, QC H2T 3B3, Canada
  • 21/05/2024
Full time

Job Description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Avid is looking for a Customer Care Principal Expert - AMER CloudUX & MAM!

Avid has a product range from low-end host based to high-end infrastructure solutions, including dedicated mixing surfaces, video editing, music production, post production, and broadcast news. Our Customer Care team is responsible for the provision of high quality technical and operational support for our software and solutions.

Working in association with our Technical Marketing and worldwide Customer Care and Engineering/Testing Team and resellers, you will be responsible for ensuring consistency of support standards throughout the territory to assigned customer bases.

What you’ll do:

  • Provide expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production
  • Work within a global support team covering 24x7x365 operations
  • Write effective handoff from shift-to-shift for support issues
  • Provide proactive patch/upgrade planning including version compatibility
  • Provide best practice recommendations and guidance on new implementations and support optimization
  • Provide direct access to Avid Engineering, Product Management, Professional Services, and subject matter experts
  • Review weekly case backlog reports and provide prioritization to Avid on customers behalf
  • Create and manage support cases in Avid’s case management system as appropriate
  • Provide input to Product Management teams related to customer requirements
  • Report and track bugs related to software and/or hardware at Avid customer sites
  • Reproduce and logs bugs as required
  • Engage additional specialized Avid resources such as Licensing support when needed
  • Follow up on customer issues with appropriate Avid internal groups
  • Liaise with appropriate Avid management on a periodic basis to ensure visibility
  • Adhere to Avid’s relevant contractual SLAs (Service Level Agreements)
  • Support and troubleshoot systems and application issues hosted in Cloud Platforms
  • Work with Development and Operations teams to address any issues escalated to Cloud Platforms
  • Work closely from peers, other groups, and vendors to complete projects and maintain the environment
  • Manage the transition of technology initiatives from inception to production status
  • Management of operations including documentation, transitional technical support, systems analysis, IT training and operational support of implemented technologies
  • Communicate technical information to non-technical personnel
  • Create up to date utilization reports for monitoring the various environments 

Who you are:

  • You have experience in providing high end technical support to complex technology solutions
  • You are a mature technology professional with exemplary judgment and business acumen
  • You will own customer issues, from start to finish
  • You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability to think on your feet
  • You are self-starter who is comfortable with taking the initiative
  • Sometimes you will not know the right answer, but you are the kind of person who is always up for the challenge
  • You will rely on your resources and your team and quickly research a response
  • BA (Hons) or BSc in relevant degree such as Media, Electronics, Computing, or relevant field
  • A minimum of three years of relevant experience, providing high end technical support to complex technology solutions
  • Knowledge about network architecture, IT and troubleshooting required
  • Linux-based operating systems administration with focus on security, automation, tuning, optimization, and standardization of new and deployed applications – A MUST
  • General knowledge of cloud concepts and architecture, serverless machines, containers, etc. is highly desirable but not required
  • Exposure to or some experience with the following: HTML, CSS, MYSQL highly desirable
  • Diagram and Document all changes made throughout change and configuration process
  • Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, Asset Management, post-production workflows, terminology, and equipment a plus
  • Knowledge of Virtualization Architecture and troubleshooting is a plus
  • Fluency in English; second language is a plus

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.


Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts. To learn how Avid powers greater creators or for more information, visit

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