Overview

Our client is a global technology leader delivering innovative, end-to-end media and broadcast infrastructure solutions to major broadcasters, sports leagues, and content providers worldwide. With headquarters in Europe and the US, the company is a true innovator for media transport and processing technologies. As a high-level support engineer, you will play a key role in providing both remote and on-site technical support to North American customers. You''ll troubleshoot, test, and maintain advanced video and IP-based systems used in contribution, distribution, and media processing workflows. This role suits a technically skilled professional who thrives in a fast-paced, service-oriented environment and is eager to deepen their expertise in broadcast and IP media technologies.

Responsibilities

• Provide Tier 1-2 technical support for media processing, contribution, and distribution systems across North America.
• Diagnose and resolve technical issues, both remotely and on-site.
• Reproduce customer issues in a lab environment and collaborate with global engineering teams on solutions.
• Manage service tickets, documentation, and escalation processes.
• Coordinate product repairs, replacements, and updates.
• Participate in an on-call rotation to ensure 24/7 customer support coverage.
• Occasionally travel (approx. 10-15%) for customer site visits or deployments.

Qualifications

• Bachelor''s degree or equivalent technical qualification (Engineering, IT, or related field).
• 3+ years'' experience in a technical support, systems engineering, or broadcast operations role.
• Strong working knowledge of IP video and broadcast technologies, protocols and standards such as SMPTE 2110, NMOS, PTP, and SRT, etc.
• Familiarity with containerized and virtualized environments (Docker, Kubernetes).
• Competent in networking fundamentals (CCNA-level knowledge or equivalent).
• Experience with IP switch fabrics and cloud platforms.
• Proficient with Linux command-line tools and SSH-based troubleshooting.
• Excellent communication skills-clear, concise, and customer-oriented.
• Bilingual in English and Spanish is an asset.