About this role
Service and Support Engineer providing post-sales support and commissioning for Riedel Communications products; remote with onsite lab and demo responsibilities; collaborates with sales, pre-sales, R&D, and partners.
Key Responsibilities
- Manage and own customer support cases
- 24/7 hotline during local office hours
- Remote sessions to customers
- Reproduce issues in lab equipment
- Develop knowledge base articles
Technical Overview
Stack includes audio/video standards (ST 2110, NMOS, AES3/67), IP protocols (TCP/UDP/VLAN), cloud streaming (RTMP/SRT/JPEG-XS/MXF), CRM tools (Salesforce), and knowledge-base/learning management systems.
Ideal Candidate
The ideal candidate is a mid-to-senior level customer success & support professional with 4+ years of experience in broadcast/audio-visual tech, strong knowledge of ST 2110/NMOS/PTP, and hands-on experience with CRM/knowledge-base tools. Must be able to manage post-sales support, create knowledge-base content, and travel as needed.
Must-Have Skills
Bachelor’s degree or equivalent program related to information technologySW/EE engineeringcomputer scienceor related field4+ years of proven experience in a relevant market fieldinteracting with customersideally in the broadcast and entertainment Audio/Video marketKnowledge of communicationdigital audio technologies and standards (AES3AES67ST 2110NMOSPTP)Knowledge of video technologies and standards (SDIST 2110ST 2022-7NMOSPTP)Knowledge of IP technologies and standards (VMTCPUDPIGMPVLANPTPwith CiscoAristaor NETGEAR certification preferred)Knowledge of cloud-based media streaming technologies (RTMPSRTJPEG-XSMXFetc) and knowledge of public cloud provider technologies and infrastructure such as AWSAzureGoogleProficiency with Salesforce and Atlassian Jira/ConfluenceKCS v6 Practices certification highly desirableMobility and willingness to travel – lives within reachable proximity of a major airport
Nice-to-Have Skills
Learning Management SystemsKnowledge Base software and/or CRM platforms preferredKCS v6 Practices certification highly desirableExperience with cloud providers AWS/Azure/GoogleLab systems and post-sales training experience
Tools & Platforms
SalesforceAtlassian JiraConfluenceMicrosoft PowerPointMicrosoft WordMicrosoft ExcelLMSKnowledge Base software
Required Skills
Bachelor’s degree or equivalent program related to information technologySW/EE engineeringcomputer scienceor related field4+ years experienceAES3AES67ST 2110NMOSPTPSalesforceJiraConfluenceAWS/Azure/Googleknowledge baseLMS
Hard Skills
AES3AES67ST 2110NMOSPTPTCPUDPVLANSalesforceJiraConfluenceMicrosoft OfficePowerPointWordExcelAWSAmazon Web ServicesAzureGoogle Cloud PlatformLearning Management SystemsKnowledge Base softwareCRM platforms
Soft Skills
Excellent communicationPresentation skillsTeam collaborationAttention to detailIndependent workProblem-solving
Certifications
Preferred
KCS v6 Practices certification
Keywords for Your Resume
Service and Support EngineerRiedel Communications24/7 service level agreementKnowledge baseKCS v6npscesAWSAmazon Web ServicesAzureGoogle Cloud PlatformSalesforceJiraConfluenceMicrosoft OfficePowerPointWordExcelRTMPSRTJPEG-XSMXFST 2110NMOSPTPAES3AES67SDILab equipment
Deal Breakers
Bachelor’s degree not in relevant field, Less than 4 years of relevant experience, Lack of travel willingness
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