Service and Support Engineer

🕒 Abril 7

🏄 California – Remoto

🏄 California – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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RIEDEL Communications

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 1987

🛍️ Comércio Eletrônico

🤖 Inteligência Artificial

eCommerce • Artificial Intelligence • IT

A RIEDEL Communications é um provedor de serviços gerenciados especializado em marketing digital orientado por IA, gerenciamento de mídias sociais e transformação digital de TI. Eles oferecem suporte abrangente para gerenciamento de redes de escritório e soluções de TI, garantindo que as empresas possam navegar efetivamente no ambiente digital. A RIEDEL Communications atua como uma extensão das equipes dos clientes, fornecendo insights especializados em marketing e soluções tecnológicas para aumentar a visibilidade da marca e a eficiência operacional.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• Health insurance • Opportunities to grow • Equal opportunity employer