Service and Support Engineer

🕒 April 7

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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RIEDEL Communications

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1987

🛍️ eCommerce

🤖 Artificial Intelligence

eCommerce • Artificial Intelligence • IT

RIEDEL Communications is a managed service provider specializing in AI-driven digital marketing, social media management, and IT digital transformation. They offer comprehensive support for office network management and IT solutions, ensuring businesses can effectively navigate the digital landscape. RIEDEL Communications works as an extension of client teams, delivering expert marketing insights and technology solutions to enhance brand visibility and operational efficiency.

📋 Description

• 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