Scope

As a T3 Engineer, you will act as a product specialist within the Customer Experience team. You will play a key role in issue handling and the proper escalation process. You will be part of the team that constitutes the highest level of technical expertise within the operational teams. Considered as an expert, you will be a reference in the technologies you master. You will also participate in the improvement of our products and their deployment.

Job description

In this role, you will : 

  • Ensure a follow-up and resolution of customers’ problems that are reported by our field support teams by gathering all relevant information and diagnosing this as far as possible
  • Work closely with the Product Owner, the Development and Test teams on a fixed life-cycle, to improve product reliability based on your troubleshooting experience
  • Write, review and organize technical documents that will be published in the FAQs and knowledge base to create customer self-help solutions
  • Monitor and answer questions that are posted to the escalation queue
  • Manage high-profile customer issues by acting as a Technical Support Engineer, providing level 3 support to the customer during evaluation period and problem ticket resolution
  • Provide advanced technical and troubleshooting training to our field support teams
  • Assist our operations and field support teams on-site for high-profile events and setups
  • Organize internal/external meetings to ensure the information is properly shared between stakeholders
  • Develop internal tooling to assist other support tier levels in their daily tasks
  • Manage customer escalation

Profile

  • Master's degree in computer sciences, or Bachelor's degree in computer sciences with relevant certifications
  • Min. 5 years of experience in support of similar products and applications

Technical Skills:

  • Windows, Microsoft SQL Server, TCP/IP, SNMP, Wireshark, Lua, Python
  • IP Routing, understanding of NMOS IS-04, IS-05, IS-07. IGMPv3 and mDNS
  • Experience of Arista or Cisco switch configuration
  • Experience of Broadcast Concepts and Protocols, Routing, Tielines, Salvos and Tally

Soft Skills

  • Team Player
  • Excellent communication skills
  • Autonomous in the manner of knowledge acquisition
  • Flexible (willing to ensure extended support occasionally out of business hours)
  • Willing to travel occasionally for short periods
  • Excellent customer service skills addressing the needs of both external and internal customers with strong communication and process skills
  • Ability to write technical documents which address the needs of the customer
  • Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success Why join EVS? | EVS

Languages:

  • Fluent in English
  • Knowledge of other languages is an asset

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance. EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobilities and a wide range of trainings. We encourage our motivated talents with a friendly, lively, and inclusive environment.

 

 

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