Provide support to clients through various communication channels, ensuring smooth operation of software systems. Work with a dynamic team to enhance service delivery.
About the role
- Service & Support Engineer supporting global customers with broadcast control solutions. Collaborating with regional teams to resolve technical issues in a 24/7 support setup.
Responsibilities
- You provide first-level technical support for our Broadcast Control hi human interface solution to global customers.
- You communicate professionally with internal and external stakeholders as part of the global support organization.
- You support customers through remote troubleshooting and online support sessions when required and work as part of a 24/7 shift team, including nights and weekends, to provide round the clock global support for our customers.
- You analyze customer-reported issues by gathering detailed information, to enable replication of issues in our labs and to analyze the root causes of reported issues.
- You manage and document customer cases in Salesforce, ensuring accurate tracking, escalation, and KPI compliance.
- You collaborate closely with regional support teams, Customer Success, Sales, Product Management, and R&D in a global setup.
Requirements
- Degree or equivalent technical training in IT, Electrical Engineering, Video Engineering, or a related field
- 3+ years of experience in a customer-facing technical support role within the broadcast or media technology industry
- Strong technical background in broadcast systems, including a deep understanding of broadcast video and audio workflows
- Solid knowledge of broadcast networking technologies such as ST 2110, NMOS, PTP, TCP/IP, Multicast, and IGMP
- Prior experience operating or configuring broadcast control systems is beneficial
- Experience with software-based solutions, APIs, and Linux environments (Ubuntu Server, containers, Kubernetes)
- Strong customer orientation, troubleshooting mindset, and ability to work under pressure with excellent communication skills
- Self-organised and proactive in learning new technologies and working with a fast-paced development cycle
- Very good verbal and written communication skills in English are a must; additional languages are a plus.
Benefits
- Being part of a Global team of technical specialists, with a diverse knowledge and experience
- Career booster with numerous individual development and training opportunities
- Diversity is very important to us, at RIEDEL we focus on an open working atmosphere, inclusion is part of our Culture - it is about the people and their personality that matters
- We’re contributing to your career development. We’ll encourage you to try new roles and experience new settings. By helping our people to reach their potential, we frequently support them to find skills they never knew they had, or make career moves they never thought possible.
- With us, you can expect an exciting challenge with plenty of opportunities to take on responsibility and develop personally.
Job title
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