Senior Broadcast Engineer - Specialist Support.

TN United Kingdom; Bracknell; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player in innovative IP and cloud broadcast solutions is on the lookout for a Senior Support Engineer. This pivotal role involves ensuring customer satisfaction through exceptional support for major broadcasters and streaming platforms. You will be at the heart of a talented technical team, responding to inquiries, troubleshooting complex issues, and building strong relationships with clients. With a commitment to professional development and a positive workplace culture, this company offers a unique opportunity to make a significant impact in a rapidly evolving field of media technology.

Benefits

Flexible Working Arrangements

Private Medical Insurance

Life Assurance

Pension Plan

Wellbeing Support

Employee Discounts

Cycle Scheme

EV Charging

Ongoing Training

Qualifications

• Broad technical experience as a senior engineer across multiple environments.
• Excellent communication skills and stakeholder management.

Responsibilities

• Respond to support activities via phone, Slack, Teams, and Helpdesk.
• Investigate, replicate, mitigate, and resolve issues using deep technical knowledge.

Skills

Technical Support

Problem-Solving

Communication Skills

Stakeholder Management

Media Technology Knowledge

Prioritization

Self-Motivation

Education

B.Sc. in Engineering

B.Sc. in Computer Science

Tools

AWS

GCP

Azure

Wireshark

PRTG

Job description

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Client:

Techex

Location:

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

64bb48e5b028

Job Views:

9

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Who are we?

Techex is a UK-based global leader in innovative IP and cloud broadcast solutions and software. Trusted by premier global broadcast and media customers with their most valuable live workflows, Techex transports and transforms the highest value live video over IP and in the cloud.

We build our own software and partner with world-class technology companies who share our mission to pioneer the way IP and the Cloud are used in close collaboration with our clients.

Techex is entering a phase of accelerated growth following significant investment. We are evolving and developing our talented team of experts while continuing to grow geographically and strengthen our customer relationships. This is an exciting time to join Techex with significant impact opportunities.

What are we looking for?

In this newly created Engineering role, you will support Techex solutions for some of the world’s largest broadcasters and streaming platforms, including clients like Sky, WBD, BBC, BT, NBC, Disney, Amazon, and DAZN.

The Senior Support Engineer will be at the heart of the technical team, ensuring customer satisfaction through exceptional support.

We're seeking a highly experienced engineering support specialist who stays current with technology, enjoys helping customers, and excels at problem-solving independently and within a team. The role involves documenting, meeting, and resolving customer needs, questions, and problems, ensuring high service standards.

The Role

1. Respond to support activities via phone, Slack, Teams, and Helpdesk.
2. Prioritize issues, coordinate support, and communicate effectively.
3. Investigate, replicate, mitigate, and resolve issues using deep technical knowledge.
4. Collaborate with customers to diagnose and fix issues confidently.
5. Manage maintenance of customer systems considering impact and risk.
6. Develop expertise in relevant technologies and systems.
7. Use support tools to track incidents.
8. Meet SLA response times.
9. Create and update customer documentation and provide training.
10. Lead onboarding support for new customers.
11. Conduct routine service review meetings with key customers.
12. Train team members and customers to enhance technical skills.
13. Participate in training and research to stay updated.
14. Work with support leadership to improve services and processes.
15. Support IT systems and other technical departments proactively.
16. Lead end-to-end support for customer platforms.
17. Support technology partners’ products and our software.
18. Coordinate with development teams for fixes and features.
19. Build relationships with customer engineers.
20. Manage support lifecycles and resources for complex engagements.
21. Provide out-of-hours on-call support for top-tier customers.

What you will need:

• Broad technical experience as a senior engineer across multiple environments.
• Excellent communication skills and stakeholder management.
• Knowledge of digital audio-visual standards.
• Understanding of real-time transport protocols (RTP, UDP, MPEG-TS, SRT, ZIXI, RIST).
• Experience with virtualization and cloud infrastructure (AWS, GCP, Azure).
• Experience with network analysis tools like Wireshark.
• Ability to prioritize and manage tasks effectively.
• Self-motivated with strong initiative.
• Passion for media technology.
• Excellent planning and organizational skills.

Desirable skills and experiences

• Certifications in AWS, Azure, or GCP.
• IP networking experience for broadcast or real-time data environments.
• Experience with Microsoft server OS.
• Ability to analyze MPEG streams with test equipment/software.
• Experience with multicast network design and troubleshooting.
• CCNP or equivalent qualification.
• Experience with network monitoring systems like PRTG.
• Ability to work in a fast-paced, entrepreneurial environment.
• Relationship-building skills.
• B.Sc. in Engineering, Computer Science, or related IT field.

Our Values and Benefits

Techex values integrity, innovation, family, customer-first approach, and expertise. We are committed to professional development, support high customer satisfaction, and foster a positive workplace culture.

We offer flexible working arrangements, competitive salaries, bonuses, and a benefits package including private medical, life assurance, pension, wellbeing support, discounts, cycle scheme, EV charging, onsite amenities, and ongoing training.