Broadcast Systems Support Engineer

Quick Facts

• Remote role with planned transition to hybrid in 1–2 years
• Mission-critical 24/7/365 environment with potential off-hours shifts and on-call duty
• Supports major broadcast customers across multiple time zones

Description

You will provide remote expert technical direction to customers, troubleshooting operational issues, firmware upgrades, and system maintenance. You will replicate user workflows to identify root causes and recommend timely solutions with communication tailored to customer needs. The role also includes maintaining procedures and contributing documentation and tools.

Responsibilities

• Provide expert technical guidance to customers on operational issues, firmware upgrades, and system maintenance
• Diagnose issues via research and issue replication to determine root cause
• Recommend solutions in clear technical language appropriate to the customer
• Partner with other departments to resolve issues and share status/progress with customers
• Develop tools and create customer guides / technical information for technical writing
• Participate in on-call duty

Requirements

• At least 2 years of experience in technical or customer support roles
• Detail-oriented analytical and problem-solving skills
• Strong communication and interpersonal skills
• Linux experience (any distribution)
• Problem-solving attitude and ability to react to changing situations
• Ability to perform in high-pressure situations
• Excellent customer service orientation
• Passion for technology and willingness to learn new software/hardware products
• Ability to multitask in a fast-paced environment
• College diploma in computer science, engineering, networking, or related field
• Willingness to travel to customer sites as needed (typically up to 10% per year)
• Openness to attend internal training at HQ in Canada

Benefits

• Opportunity to bridge customers and product development teams
• Expert-level specialization on complex technical issues in the broadcast industry
• Cross-team collaboration with engineering, QA, and product in a fast-paced multinational environment