RIEDEL Communications

Service and Support Engineer

RIEDEL Communications

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Tech Stack

Cloud

About the role

  • Manage and take ownership of Customer Support cases
  • Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend
  • Support customers with remote online sessions when needed
  • Reproduce issues on service lab equipment
  • Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge
  • Champion KCS principles, educating and coaching support staff on effective knowledge creation and maintenance
  • Develop and maintain knowledge base articles, user documentation, and guides to support products and services
  • Utilize the knowledge base to efficiently resolve customer issues
  • Maintain, configure, and schedule use of lab systems for all the larger remote Customer Success teams
  • Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery
  • Advise Management on project and support case status, risks and mitigation
  • Research and promote additional business opportunities, solutions, and services sales to the client and sales team

Requirements

  • 4+ years of proven experience in a relevant market field
  • Bachelor’s degree or equivalent program related to information technology, SW/EE engineering, computer science, or related field
  • Knowledge of communication, digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP)
  • Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-7, NMOS, PTP)
  • Knowledge of IP technologies and standards (VM, TCP, UDP, IGMP, VLAN, PTP)
  • Knowledge of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc)
  • Technical and operational knowledge of live production equipment
  • Knowledge of fiber optic systems and RF systems
  • Knowledge and experience with both development and CRM tools and software (Salesforce, Atlassian Jira/Confluence preferred)
  • Excellent communication & presentation skills
  • Attention to detail and a strong work ethic
  • Ability to work independently, while contributing to a team environment collaborating across departments
  • Proficiency with Learning Management Systems, Knowledge Base software, and/or CRM platforms preferred
  • Mobility and willingness to travel – lives within reachable proximity of a major airport.
  • English (fluent)
  • Spanish preferred
  • French or Portuguese a Plus
Benefits
  • Health insurance
  • Opportunities to grow
  • Equal opportunity employer
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
communication technologiesdigital audio technologiesvideo technologiesIP technologiescloud-based media streaming technologieslive production equipmentfiber optic systemsRF systemsCRM toolsknowledge base development
Soft Skills
communication skillspresentation skillsattention to detailstrong work ethicindependent workteam collaborationcoachingeducatingproblem-solvingproject management