Broadcast SMPTE 2110 Lead Engineer

Scope

At EVS, we pioneer LIVE production solutions that create return on emotion.  Our cutting-edge solutions are relied upon by global broadcasters, streamers, and venues to expertly deliver live content. As our engineering team expands, we are seeking a SMPTE 2110 advanced Broadcast System Engineer Lead (Level 2) to support our valued customers through on-demand and project-based assignments. This role is directly customer-facing, involving the communication of EVS's message and product families to our clientele. Crucial daily tasks include providing technical support, leading a team, offering advice to customers, and resolving inquiries promptly. As a subject matter expert in Cerebrum, Neuron, Strada and networking, you will provide additional diagnostic and problem-solving prowess to your team and our customers. By taking complete ownership of response times of the Tier 2 Media Infra team and issue resolution, this engineer will uphold customer service level commitments and enhance overall customer satisfaction.

Job Description

• Provide subject matter expertise to the Media Infra team on Cerebrum, Neuron, Strada, networking, and broadcast IP interoperability.
• Serve as the primary or secondary point of contact for customers, providing technical assistance, expertise, advice, and management of requests through various channels, including the customer support portal, phone, email, and onsite assistance.
• Investigate and diagnose incidents, problems, queries, and change requests at an intermediate to advanced level.

• Manage the MI team, coaching, evaluating, and preparing members for growth.

• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, restoration, follow-up of the resolution, and handover to Tier 3, if necessary, through proper escalation procedures.
• Guide team through customer escalations, while providing best practices and process improvements.
• Develop and maintain technical documentation in relevant systems and ensure timely reporting on service levels.
• Works across the entire range of EVS products, with a deeper technical knowledge on assigned products or product families.
• Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues.
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Configure and install products, systems, solutions, and equipment for demonstrations, training, sales, and support purposes.
• Collaborate with Project Management to facilitate the implementation of projects.
• Collaborate with Solutions Architects to ensure system design is optimal.
• Needs to influence and convince stakeholders.
• Participate in service interventions, including system upgrades, configuration changes, and preventive maintenance actions.
• Provide coaching, assistance, and advanced technical training to colleagues and customers on using EVS product families, systems, and applications.
• Adhere to department policies and procedures.
• Participate in the On-Call system for a 24/7 customer support hotline.

Profile

• Deep understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.

• Expertise in routing control systems with emphasis on Cerebrum and basic comprehension of  Neuron Bridge, Convert, View and Shuffle. .
• Understanding of IP interoperability and networking topology.

• Practical experience in methods and techniques to perform technical support at an advanced level within a tiered environment.
• 2-4 years leadership experience in a customer support environment.
• Experience in customer facing meetings, escalations and correspondents.
• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Familiarity and/or practical experience within the Broadcast Industry.
• Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
• Ability to solve a wide variety of IT-Broadcast System issues.
• Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux.
• Proficiency in IP computer Networking.
• Knowledge of ITIL best practices preferred
• Needs to influence and convince stakeholders

Must have: 

• Team player, motivated, and proactive.
• An Analytical and problem-solving mindset.
• Ability to identify different technical issues and clearly document them.
• Strong troubleshooting skills.
• Possess a strong sense of urgency while setting priorities amidst time-sensitive and sometimes stressful situations.
• Strong communication skills.
• Demonstrates resilience and maintains a positive, solutions-oriented approach in high-pressure situations.
• Respect, approachability, and dedication to customer service.
• Alignment with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.

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.

Check out our website if you want to know more about why you should join EVS !