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Senior Technical Support Engineer

Watertown, MA | Full Time
16 Days Ago

Job Description

Position Locations:  Watertown, MA preferred, but remote in US is a strong possibility for the right candidate 


Hiring Manager: Head of Service Assurance (US or EMEA/APAC), Customer Success



Why We Exist and What We Do

EditShare exists to simplify storytelling. We enable media professionals to collaborate on projects thanks to our ever-expanding range of innovative products and features, all designed to improve production and unleash creativity. Integration and collaboration are central to all products in our comprehensive range of media management solutions - from ingest to archive.

As our customer portfolio expands, coupled with our move towards cloud-based solutions, we are in the process of building a best in class regional and global Service Assurance organisation to drive high-quality project construct, installation and commissioning capabilities tightly coupled with support governance across our business.



Why We Need You

Working as part of a regional team and global family, you will provide technical support services to our external customers whilst liaising internally with our pre-sales, product and engineering teams. You will exemplify what a best in class Technical Support Engineer is as part of our Tier 1 and 2 support team and will provide assistance for internal and external users of EditShare’s product range. You will demonstrate good command of Linux & Windows based software applications operating on our hardware based products and help our clients manage complete and reliable media production workflows while working with our sales and engineering teams to understand the crucial details of each client’s needs and implement solutions for those needs.



Problems You’ll Solve

  • Within 3 months:
    • Provide direct support to our customers via phone or our current Ticketing system.
    • Ability to triage and work on incoming issues to bring them to quick resolution per our SLA utilizing strong troubleshooting skills.
    • Work with Tier 2 support to triage issues, file and update bug reports and come up with solutions.
  • Within 6 months:
    • Assist with training and documentation for our internal staff.
    • Experienced in managing Linux servers in a system admin, DevOps or similar capacity.
    • Experienced with media production environments such as television, film or post-production.
    • Excellent customer service skills via phone and email, as well as oral and written communication skills.
    • Ability to travel on occasion, work afterhours and be part of an afterhours (on-call) rotation.
    • Experience doing onsite installations, deployment of new equipment and end user training.
    • Ability to communicate critical issues to the development team, work with the development team and produce a customer-ready solutions.
    • Document actions in tickets to effectively communicate information internally and to customers.
    • Work closely with Engineering and Product Management to implement enhancements.
    • Both cloud-based and hardware server management, including virtualization and containerization.
    • DB servers such as MySQL or PostgreSQL.
    • Hardware and Software RAID storage.
  • Within 9 months:
    • Video production workflows, including video editors (NLE software such as Adobe Premiere, Avid Media Composer, Final Cut Pro X, Lightworks, etc.), cameras, file formats and codecs, broadcast technology, etc.
    • Network Management, including switches, routers, TCP/IP configuration and troubleshooting and managing common network services.



What We’re Looking For

Experience working in a project installation and support environment as part of a local and global Service Assurance organisation.

  • Hardware and Software RAID storage.
  • Video production workflows, including video editors (NLE software such as Adobe Premiere, Avid Media Composer, Final Cut Pro X, Lightworks, etc.), cameras, file formats & codecs, broadcast technology, etc.
  • Network Management, including switches, routers, TCP/IP configuration and troubleshooting and managing common network services.
  • Programming using scripting languages such as Python, Perl, SQL, Bash, Git, as well as any experience working with agile software development methodology.
  • DB servers such as MySQL or PostgreSQL.
  • Active Directory and LDAP administration.
  • LTO tape archive technology.
  • Both cloud-based and hardware server management, including virtualization and containerization.
  • Ability to independently manage and resolve multiple customer issues, but understanding when to engage other resources for help.
  • Experience doing onsite installations, deployment of new equipment and end user training.


We know the confidence gap and imposter syndrome can get in the way of meeting exceptional candidates, for that reason if you don't meet 100% of the job description, that's okay! Please don’t hesitate to apply — we’d love to hear from you.

 


How We Work

At EditShare, our culture is driven by a shared respect for our customers, our people and our products. We are passionate about our Core Values and believe they empower us to innovate and solve complex problems. We expect all employees to own culture and live by the values.

 

  • Customer Empathy: We listen first. We believe this allows us to understand the context of the story and respond rapidly with innovative solutions.
  • Humility: We recognize that we are stronger as the sum of our parts and respect the value of each individual contribution. We have the courage to do the hard work and learn along the way.
  • Dig Deep: We have the curiosity to ask questions until we understand and the integrity to follow through on hard discussions.
  • All Around Players: We are all willing and able to step in and play any position. We all own the problem and are willing to pick up the ball and run with it.
  • Win Together: We are happy when our customers and our teams succeed. We practice honest communication and respectfully work together to solve complex problems.


Perks and Benefits

🏖 Unlimited Holiday Days – a truly unlimited holiday policy

🍱 Full paid lunch on us when you work from the office

💆🏽 Monthly company on-site massage

💰 Employer pension

🩺 Full private medical insurance for you and your family

🦷  Full private dental insurance for you and your family

🥰 Employee Assistance Programme

👁 EyeCare Plan

🚴‍️ Cycle to Work Scheme

🤒 Paid time off when you are unwell

💻 A flexible approach to working - opt into what works for your work-life balance

🏢Company Wellbeing Days – we shut up shop twice a year to allow employees to take the day off

👥 A collaborative, creative, and inspiring working environment

🤩 Life Assurance at three times your basic salary

💵 Group Income Protection

🥇 Financial, Physical, and Mental Wellbeing Support

🧸 Generous Family Leave package – we support you expanding your family

 

EditShare is an equal opportunity employer and does not discriminate on the basis of any characteristic protected by applicable federal, state or local laws.

 

Company Overview

  • Website editshare.com
  • Headquarters WATERTOWN, MA
  • Size 100 - 200
  • Founded 1996
  • Type Private
  • CEO DAVID WIHL
  • Revenue $10M - $50M
  • Industry Software & Networking
  • About editshare
  • EditShare manufactures and distributes shared media storage devices, servers, scan systems and PAM tools for media and education sectors.

Skills for Senior Technical Support Engineer

The job skills required for Senior Technical Support Engineer include Technical Support, Troubleshooting, Customer Service, Installation, Written Communication,and Active Directory etc. Having related job skills and expertise will give you an advantage when applying to be a Senior Technical Support Engineer. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Senior Technical Support Engineer. Select any job title you are interested in and start to search job requirements.

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Career Path for Senior Technical Support Engineer

The following is the career advancement route for Senior Technical Support Engineer positions, which can be used as a reference in future career path planning. As a Senior Technical Support Engineer, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Senior Technical Support Engineer. You can explore the career advancement for a Senior Technical Support Engineer below and select your interested title to get hiring information.