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Jobs details

System Engineer (USA, Los Angeles)


The System Engineer will be able to balance between support – pre sales and project functions. Will provide expertise, advice to customers & resolve customer issues within the assigned product families. Will take full ownership for response time and issue resolution within the assigned Tier, in order to meet customer service level commitments and increase customer satisfaction and will collaborate closely with sales to ensure proposed deals include technical solutions that accurately address customer needs, and are appropriately supported by key customer technical decision-makers.

Job Description

  • Respond to customer technical issues and inquiries
    • Take full ownership and control of issues and continuously improve the support services to maintain a high level of customer satisfaction
    • Reproduce and escalate issues. Implementing root cause analysis to identify and correct system faults
    • Simultaneously manage multiple customer cases in a demanding environment, while resolving issues using company tools and internal knowledge base
    • Accurately and completely document encountered problems and solutions, submitted results through our internal ticketing system
  • Provide On-site technical support and consultation for live broadcasts and events
  • Ability to travel to/from customer facilities and event based locations for live broadcasts, in the North/South America Region
    • Commissioning & configuring proprietary systems
    • Understand system diagrams representing the client installations
    • Ability to act independently while in a broadcast environment
  • Act as key point of contact for assigned technical accounts
    • Responsible for maintaining and coordinating support efforts and provide regular services to insure customer success
    • Provide advanced level technical consultation to resolve complex problems
    • Accurately document configurations of workflow implemented, along with analysis & requirements of key product initiatives, to aid in future support efforts
    • Act as the customers’ advocate for internal and external escalation paths, determining, communicating, & setting effective goals to meet customers’ expectations
  • Responsible for defining professional service needs and authoring statements of work
  • Directly overseeing the delivery of professional services
  • Developing and implementation of preventive and predictive maintenance to reduce issues
  • Provide advice regarding replacements of customer product(s) and pursue appropriate course of action after troubleshooting
  • Demonstrate a measurable level of customer service
    • Ensure timely resolution to customer inquiries
    • Provide effective Time management and log activities via provided support tools
    • Notify the management team of any potential escalations or complex problems in a timely manner
  • Acquire and maintain a high level of industry knowledge for EVS relevant product offerings and support policies
    • Provide technically accurate advice & solutions while recording these resolutions for future use
    • Maintain up to date on releases and hardware changes
    • Provide information to support teams on open issues, known bugs, and new product workflow
    • Monitor product defects, trends, and issue occurrences in the region
  • Ability to provide operational and technical trainings, both on-site and within EVS’ training centers, in an effort to improve customers, as well as, internal support staff knowledge
    • Effectively provide detailed descriptions of technical data and present to groups
    • Write technical documentation notes and catalog issues
  • Establish strong relationships and maintain interaction with Sales and Professional Services teams to ensure customer needs are met and growth opportunities are maximized
    • Work closely with Sales, Pre-sales, & Management for successful renewal of customer’s subscriptions
    • Coordinate and report with regards to commissioning, field events, and project status updates, including tasks completed and outstanding issues
    • Interact with Product & Senior Management to continually evaluate and improve product support solutions and strategies
    • Capturing and clearly documenting feature requests and product needs for ongoing development
  • Must be available to cover Xtended Care (SLA) hotline
    • Night and weekend, on-call duty required on a rotating basis and on holidays, as required
    • Perform cross functional roles with projects and event level support, as assigned


Academic, Professional & Technical Requirements
  • College or University degree in Broadcast engineering, TV Production, computer science or a related field preferred
  • Minimum of 2-5 years of experience in technology support related field
  • Technical knowledge of the following:
    • IP Computer Networking
    • Broadcast Video Products and applications
    • Computer OS knowledge of Windows, MacOS, Linux
    • Understanding of broadcast production and technologies, including media file standards
  • Previous experience with Technical Support, Field Service, Technical Operations, Help Desk or professional services.
    • Strong trouble-shooting skills (ranging from software configurations to hardware related issues)
    • Ability to solve practical problems and deal with a variety of variables in situations
  • Existing EVS Product knowledge is required for this position
  • Cisco CCNA or Microsoft MCSE a plus
Personal Requirements:
  • Must work well independently and in a team environment
  • Self-motivated, detail-oriented and organized
  • Excellent communication and listening abilities
  • Strong interpersonal and presentation skills
  • Enthusiastic and Personable
  • Proficient in all communication applications such as E-Mail clients, FTP clients and Web Browsers
  • MS Office (Visio, Word, Excel, etc)
  • Ability to travel worldwide, as needed


You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.



USA, California, Los Angeles

System Engineer


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