Senior Technical Support Specialist - Prime, OverDrive (Job Req #2025-268)

Ross; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company specializing in broadcasting technology seeks a Senior Technical Support Specialist to enhance technical training and provide impeccable Tier Two support. This role, integral to the support team, demands strong technical acumen, excellent communication skills, and a commitment to customer excellence, ensuring that Ross maintains its reputation for quality service and innovation.

Benefits

Flexible hours

Generous paid time off

Fitness/wellness allowance

Employee share ownership program

Development support

Fun social activities and events

Qualifications

• 3-5 years hands-on experience in high-level Overdrive workflows.
• Excellent communication and presentation abilities.
• Strong technical background in broadcasting.

Responsibilities

• Provide Tier 2 support globally to technical support team members.
• Ensure quality and integrity of training materials.
• Manage escalated cases with Tier One support specialists.

Skills

Troubleshooting

Communication

Interpersonal skills

Organizational skills

Analytical skills

Education

Post-secondary degree/diploma related to broadcasting

Job description

Senior Technical Support Specialist - Prime, OverDrive (Job Req #2025-268)

Canada

Job Description

Posted Wednesday, June 4, 2025 at 4:00 AM

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.

Job Overview:

Product Primes are integral members of the Technical Support department, pivotal in ensuring that our Technical Support Specialists receive adequate training and provide Tier Two support to uphold Ross's commitment to delivering a 'Superior Customer Experience.' This role, reporting to the Manager, Technical Support - Product Primes, involves direct interaction with Ross customers, R&D, and Ross Field Services personnel.

Responsibilities include professionally, effectively, and promptly handling escalated Tier One requests, ensuring that they are resolved to the customer's satisfaction. Additionally, Product Primes collaborate with peers to develop training materials and assist in assessing the skillsets of Tier One personnel, contributing to ongoing improvements in the support team's capabilities.

Who you report to: Manager, Technical Support – Product Primes

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best.

Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events!

Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.

What the job is all about:

• Ensures the quality and integrity of training materials and technical training experiences, offering effective solutions for areas of improvement.
• Provides Tier 2 support globally to technical support team members and customers as needed.
• Offers regular feedback and monthly updates to the Manager, Technical Support -Product Prime.
• Keeps the technical support team informed of new software releases and product updates.
• Maintains an above-average knowledge base and skill set.
• Develops internal training and initial orientation plans for new hires.
• Generates monthly activity reports (via Zendesk) by product.
• Attends/Leads the weekly escalation meetings for Overdrive/Caprica.
• Manages escalated cases within their responsibilities with Tier One support specialists.
• Delivers monthly product updates to other team members.
• Holds a dotted-line authority with product team members.
• Collaborates with the Product Prime Manager to review and assess the training needs of the technical support team regarding product knowledge and skill sets. Creates and maintains a skills matrix categorized by level of knowledge and skills, strengths, and the next level of internal training required.
• Perform other related duties as required.

Who you are:

Knowledge/Education/Training:

• Solid understanding of Overdrive, Caprica, and third-party products such as CGs, NRCS systems, Audio Consoles, and Robotics.
• 3-5 years of hands-on experience in high-level Overdrive and Newsroom workflows, configurations, and creations.
• Proficient in troubleshooting Ross switcher functionality, including Memories, Customs, and Transitions.
• Extensive familiarity with the Ross family of products.
• Knowledgeable about key components utilized in broadcast stations.
• Possession of a post-secondary degree/diploma related to broadcasting or equivalent relevant work experience.
• Excellent communication and presentation abilities.
• Above-average skills in computer networking and troubleshooting.
• Genuine passion for Ross Video's broadcast equipment solutions.
• Strong interpersonal and observational capabilities.
• Organized and detail-oriented.
• Self-motivated, quick learner, capable of working with minimal supervision.
• Able to effectively manage multiple projects concurrently.
• Approachable, patient, and calm demeanor, with a commitment to helping others learn.
• High initiative and well-honed analytical skills.
• Team-oriented with the ability to work independently.

Experience

• Demonstrated history of providing high-level customer service.
• Strong technical background in broadcasting.
• Proven experience in time and task management.
• Minimum of 5 years' experience in a support or broadcast environment.

Other:

• May require up to 10% travel to customer sites.
• Valid passport and driver's license are necessary.
• Primarily office-based, with occasional heavy lifting when moving rack/lab equipment.
• Travel may include short-notice and international trips.

Equity, Diversity & Inclusion
At Ross, we embrace diversity, and we want you to bring your authentic self to work.We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.