Senior Technical Support Specialist - Prime, Ultrix (Job Req #2025-221)

Ross Video; Ottawa; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Technical Support Specialist to enhance customer experiences with cutting-edge broadcast technologies. In this pivotal role, you will provide Tier 2 support and training, ensuring the technical support team excels in delivering superior service. Your expertise in routing systems and broadcast standards will be instrumental in developing training materials and maintaining high-quality support. Join a dynamic team that values integrity, creativity, and a commitment to excellence, and contribute to the success of live events worldwide. If you have a passion for broadcasting and a drive to help others, this is the opportunity for you.

Qualifications

• 3-5 years of hands-on experience in Routing systems.
• Extensive knowledge of Ultrix/Hyperconverged Platform.
• Strong communication and presentation abilities.

Responsibilities

• Handle escalated Tier One requests promptly and effectively.
• Develop training materials and assess Tier One personnel skillsets.
• Provide Tier 2 support globally as needed.

Skills

Routing systems

SDI video standards

2110 video standards

NDI video standards

Dante workflows

Computer networking

Troubleshooting

Customer service

Analytical skills

Project management

Education

Post-secondary degree/diploma related to broadcasting

Tools

Zendesk

Job description

Senior Technical Support Specialist - Prime, Ultrix (Job Req #2025-221)
Ottawa Campus, Ottawa, Ontario, Canada
Req #2145
Friday, April 4, 2025

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.

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:

• Professionally, effectively, and promptly handling escalated Tier One requests, ensuring that they are resolved to the customer's satisfaction.
• Collaborating 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.
• 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 Ultrix/Hyperconverged Products.
• 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 Manager, Technical Support – Product Prime 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.

Who you are:

• 3-5 years of hands-on experience in Routing systems, supporting or commissioning.
• Extensive knowledge of Ultrix/Hyperconverged Platform and familiarity with other Ross family of products.
• Strong working knowledge of SDI, 2110, NDI video standards and Dante workflows.
• 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.
• 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.
• May require up to 10% travel to customer sites.

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.

Other details:

• Job Family Not Mapped
• Job Function Not Mapped
• Pay Type Salary

Apply Now