Technical Support Engineer I – Interplay

RESPONSIBILITIES AND DUTIES

• Provides 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.
• Able to write effective handoff from shift-to-shift for support issues.
• Provides proactive patch/upgrade planning including version compatibility.
• Creates and manages support cases in Avid’s case management system as appropriate.
• Reproduces and logs bugs as required.
• Engages additional specialized Avid resources when needed.
• Follows up on customer issues with appropriate Avid internal groups.
• Liaises with appropriate Avid management on a periodic basis to ensure visibility.
• Adheres to Avid’s relevant contractual SLAs (Service Level Agreements).

SKILLS

• You have a passion for Avid technology and expert knowledge of Avid solutions.
• You have expert knowledge of post-production workflows.
• You have experience in the Media Industry (Production and Post-Production)
• 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.

QUALIFICATIONS

• BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing.

• Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, and asset management required.
• Knowledge of post-production workflows, terminology, and equipment a plus.
• Broadcasting experience is a plus, but not a requirement.
• Knowledge about network architecture and troubleshooting required.
• Knowledge about Windows Server administration and VMWare platform is a plus.
• Excellent English verbal and written communication skills required; 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.

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