TECHNICAL SUPPORT ENGINEER

About HaivisionHaivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Our connected cloud and intelligent edge technologies enable organizations globally to engage audiences, enhance collaboration, and support decision-making. We provide high-quality, low latency, secure, and reliable live video at a global scale. Haivision open-sourced its award-winning SRT low latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, Europe, and Asia. To learn more visit Haivision at haivision.com.--------------------------------------------------------------------------------------------------------------------------------------------Job Summary:The Technical Support Engineer (TSE) is responsible for providing an exceptional technical support experience to our customers in the operations center market. Experienced TSEs with expertise in operations center ecosystems will be responsible for product issue troubleshooting, systems analysis, health checks, optimization, upgrades, and general workflow consulting involving hardware and/or software. The TSE will also collaborate with other support team members, Sales Engineering, Product Management and Development, to advocate for Haivision’s customer’s workflows and ecosystems.Only candidates with a solid working knowledge of Windows operating systems and experience with LAN/WAN video distribution technologies, IP video systems expertise, internet infrastructure, network expertise, and troubleshooting will be considered. **This position requires participation in rotational, on-call or after-hours shifts (compensated).**Must be open to domestic and international travel (up to 50%).---------------------------------------------------------------------------------------------------------------------------------------------DUTIES AND RESPONSIBILITIES:Respond to incoming customer calls, chats, support portal generated support tickets.Advise customers on reported product issues or desired functionality and provide solutions.Gather initial info such as customer use case, software versions, logs, network topology, etc. to properly triage and expedite resolving the customer issue. Ensure customer reported issues are resolved in a timely manner to ensure customer satisfaction and escalate urgent problems requiring more expertise.Work collaboratively with other support engineers to ensure all new cases are triaged and existing cases are progressed to close.Diagnose, update, and fix customer issues remotely via SSH, RDP, or other remote access protocols, along with providing phone, email support and guidance.Reproduce reported customer issues, mimic customer environments, perform stability and bug testing, etc. Document all interactions with customers in Salesforce Service Cloud to maintain accurate case and customer information.internal and external knowledge base articles based on case resolution.as a Subject Matter Expert for Haivision’s video wall technologies including typical customer use cases / workflows.with the configuration, maintenance, and administration of the Technical Support team’s lab environments.in rotational, on-call shifts to provide 24/7 support coverage.onsite customer support as required.Haivision Professional Service Team with commissioning Haivision’s video wall processing and ecosystem deployments:commission, and troubleshoot both on-site and remote.project managers with the development of project timelines and scope of work documentation.and maintain technical documentation related to the Haivision solution being deployed.daily reports of project progress, maintain, and update project records within project management tracking applications.training materials and deliver technical training to partners and end-users both on-site and remote.Complete other duties as required.---------------------------------------------------------------------------------------------------------------------------------------------QUALIFICATIONS:University degree in Computer Science, Software Engineering or equivalent combination of technical training and work experience.Experience in video wall ecosystems, LAN/WAN video distribution technologies, internet infrastructure, network expertise, and troubleshooting. Understanding of AV Workflows, AV Networking, System Administration, and backend AV systems.Expert knowledge of Windows operating systems.A proven history of directly supporting customer relationships in technical applications is required. A background in Technical Support, Customer Success Management or Sales Engineering is preferred.Hands-on expertise with SRT, UDP, RTP and other video protocols.Good understanding of Real-time transport protocols such as RTP, MPEG2-TS, RTMP, HLS and HDS, and Session protocols such as SIP and STSP.Knowledge of analog and digital audiovisual standards and compression technologies like MPEG-2, MPEG-4/H.264 and HEVC.Experience using various network troubleshooting tools such as Wireshark, Traceroute, Netstat, Nslookup, etc.Additional value for experience with web development or scripting languages such as Python, JavaScript, or various command shells.Must have excellent English verbal and written communication skills.Fluency in other languages is considered a definite asset.Strong customer service skills are essential.Strong trouble-shooting and diagnostic skills.Self-starter with ability to work with minimal supervision and the desire to thrive in a fast-paced environment.Adaptability and flexibility to change and openness to learn new skills as required.Attention to detail and accuracy