[Hiring] Technical Support Engineer @Avid

Role Description

At Avid, every role has a significant impact and is an integral part of realizing our mission. Avid Customer Care is responsible for the provision of high quality technical and operational support for our software and solutions. This role is to be performed remotely (100% home office) as a night shift, to ensure alignment to EST time zone.

• 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).

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 preferred.
• Knowledge of post-production workflows, terminology, and equipment a plus.
• Broadcasting experience a plus, but not a requirement.
• Knowledge about network architecture and troubleshooting required.
• Knowledge about Linux shell and computer programming is a plus.
• Excellent English verbal and written communication skills required; second language is a plus.

Requirements

• 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 a 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.

Benefits

• Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.