Technical Support Engineer (TSE)

Who we are

At MediaKind, we’ve reshaped the future of streaming video.

As the world’s largest independent video technology company, and the leader in sports streaming, we power the most ambitious and demanding video experiences on the planet.

Our cloud-native, software-defined solutions help the world’s leading streamers and broadcasters build, deploy and scale premium video experiences. From live sport and entertainment to mission-critical broadcast, we help them deliver every moment to audiences, everywhere.

At MediaKind, innovation is driven by people. You'll join a global team of curious thinkers, problem-solvers, and builders who move quickly, collaborate openly, and are passionate about delivering technology that makes a real impact. We value ownership, practical thinking, and continuous learning, and we believe great ideas come from empowered teams.

If you're excited by solving complex challenges, working alongside talented colleagues around the world, and helping shape the future of video, we'd love to build what's next together.

Position Overview

You will be part of the 24 x 7 Technical Assistance Center within the Worldwide Services organization. As an individual in this position, you must have the ability to communicate effectively, both written and oral with the ability to converse with Customers, Engineering, Management and other Support team members at a technical level.

You must be self-motivated and organized with the ability to manage multiple customer cases and respond in a professional, timely manner. You must be able to prepare detailed technical and operational documentation covering product issues, customer case information, product stability and serviceability recommendations as well as process and procedural changes. Your ability to work with customers under a variety of circumstances and pressures, yet understand and meet customer expectations is fundamental.

Key Responsibilities

• Work as a member of the 24x7 Technical Assistance Center supporting our global customers.
• Provide telephone and email support assisting customers with resolving complex hardware and software problems.
• Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
• Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
• Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution. Be courteous and professional.
• Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.
• Authorizes product returns (RMAs) through established company policy and guidelines.

Required Skills and Qualifications

Requires an AS degree or equivalent with a minimum of 3(+) years of technical support experience in high-technology companies, preferably within Playout and Transmission, Network, Storage and or Digital Video/Broadcast industries.

The candidate must have the following:

• Demonstrated ability to take initiative in identifying and successfully resolving technical problems at customer sites via phone, email and remote access.
• Content delivery systems over Satellite, Cable, and IPTV and or content Transcoding, production, storage and file base workflows.
• Working knowledge and experience with the following technologies is required:
• Networking - Ethernet, routers, switches, hubs, TCP/IP, CIFS, and NFS.
• Operating system – Linux & Unix, with Windows Active Directory.
• Audio/video compression formats - MPEG-2/MPEG-4 H.264/AVC a plus /DVB.
• Storage - NAS, SAN, RAID groups, and volumes.

A working knowledge and/or experience with some of the following technologies are a major plus:

• Video Servers
• Automation Systems
• Edit Suites
• Graphic experience
• Digital video system solutions (DBS, Cable, Telco, Terrestrial, Mobile, Wireless, etc.)
• Real Time Encoders, Multiplexers, and EdgeQAM
• Digital video manipulation techniques such as Rate Shaping, Transcoding and Digital Program Insertion (DPI)

Locations

Beaverton, OR (Hybrid)

Benefits:

• Competitive compensation package
• Comprehensive benefits package, including health insurance, group life insurance, 401K, LTD, STD and unlimited paid time off.
• MediaKindness Wellbeing Program and Family Friendly Policies
• Ongoing training and professional development opportunities
• Collaborative and dynamic work environment
• Flexible work arrangements

Join our team at MediaKind and be part of a dynamic and supportive environment where your contributions make a meaningful impact on our success.

Here at MediaKind, we are dedicated to creating an inclusive workplace where we appreciate the unique skills, capabilities and perspectives that our people bring. We believe that diverse teams are better for our employees, customers and our business. Everyone’s identity, background and life experiences add to the MediaKind story, and we welcome all.