Delivery&Support Engineer

TN United Kingdom; Basingstoke and Deane; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company that empowers creators and broadcasters to produce captivating content. This role focuses on delivering exceptional customer support, applying advanced troubleshooting techniques, and driving improvements in the technical support experience. Collaborate with industry experts to solve complex customer problems while being part of a dynamic team. If you have a passion for technology and customer service, this is the perfect opportunity to make a meaningful impact in the media and entertainment industry.

Qualifications

• 1+ years in broadcast industry or related technical support roles.
• Experience with CRM and troubleshooting customer issues.
• Understanding of broadcast technologies and media file standards.

Responsibilities

• Provide industry-leading customer service with innovative solutions.
• Apply troubleshooting techniques to resolve customer issues.
• Drive projects to improve support processes and customer experience.

Skills

Customer Service

Troubleshooting

Technical Support

Networking

CRM Systems

Communication Skills

Research Skills

Tools

SFDC

JIRA

Job description

Social network you want to login/join with:

With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters, and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.

As the industry’s R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry.

We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers build successful media businesses and navigate the rapidly shifting mediascape.

About Grass Valley?

As the world continues to evolve, Grass Valley is also transforming: creating innovative breakthrough solutions to serve customers’ changing needs and realities.

We are proud that for over 60 years, our innovations have enabled content creators, broadcasters, and media organizations to produce rich, compelling content that brings the viewer even closer to the action; more engaged with the story and more connected to others.

Our people are creative, knowledgeable, passionate, and dedicated, working together to deliver high-quality solutions and services to customers worldwide.

We are looking for future ambassadors, technologists, thought leaders, and innovators to continue this journey with us.

This is your opportunity—join us!

For more information, please visit www.grassvalley.com.

The Role

To be successful in this role, you must have a true passion for helping and supporting, with our customers’ best interests at heart, as well as the business itself.

The main purpose of the job is:

1. Put our customers first by providing industry-leading customer service with innovative solutions to overcome challenges faced by our customers.
2. Apply advanced troubleshooting techniques to provide solutions to our customers' individual needs.
3. Work directly with Grass Valley Support Account Managers and Product Experts to help reproduce and resolve customer issues.
4. Drive customer communication.
5. Drive projects that improve support-related processes and our customers’ technical support experience.
6. Write tutorials, how-to videos, and other technical articles.
7. Work on highly complex customer problems.
8. Provide prompt and accurate feedback to customers.
9. Ensure all issues are properly logged within SFDC, JIRA, and support programs.
10. Prioritize and manage several open issues simultaneously.
11. Prepare accurate and timely reports.
12. Produce written designs and documentation regarding deployments, including solutions using Grass Valley AMPP Technology.

What you will need to be successful

Technology Systems Knowledge: A minimum of 1 year of work-related skills, knowledge, or experience in the related broadcast industry (video or cloud services). Ideally from a Broadcast Technical Support, Field Service, Technical Operations, or Professional Services role.

Previous experience or knowledge with CRM systems.

Understanding of broadcast production and technologies, including media file standards and applications.

Working knowledge of digital and analogue electronics and video/audio systems.

Networking: basic IP switching and routing, IP multicast. Basic knowledge of server-based applications and computer networking.

Exposure to security concepts and best practices.

Other Preferred Skills

Strong customer focus, self-starter, and excited about technology.

Solid research skills, with an emphasis on finding and using information quickly.

Proven ability to function as part of a team.

Excellent written and verbal communication skills.

Proven ability to meet deadlines.

Hardworking, organized, team-oriented, and able to work under pressure.

Ability to travel to and work at customer sites regularly if required.

Fluent in English; additional languages such as French, Spanish, Italian, or German are advantageous.

Grass Valley offers competitive compensation packages in an energizing and supportive work environment.

This job description describes the general nature and level of work involved. It is not an exhaustive list of all responsibilities, duties, and skills required.

Grass Valley is an equal opportunity employer, making employment decisions without regard to gender, marital status, race, religion, color, age, disability, sexual orientation, or protected veteran status.

Powered by JazzHR