Support Engineer (Hybrid remote friendly)

Imagine Communications; Elmbridge; Remote; GBP 35,000 - 75,000; Full time

Job summary

An established industry player is seeking a skilled professional to join their team, focusing on delivering innovative media solutions globally. This role involves installing and supporting cutting-edge broadcast technologies, ensuring high-quality customer service, and managing technical installations. With a strong emphasis on teamwork and collaboration, you will have the opportunity to work on exciting projects while traveling across Europe and Africa. The company values employee wellbeing and offers a range of benefits, making it an attractive workplace for those passionate about technology and customer satisfaction.

Benefits

Generous pension

Private medical insurance

Dental insurance

Travel insurance

Employee assistance program

Subsidised gym membership

Life assurance

Group income protection

Qualifications

• 5+ years in Broadcast production & Playout Technologies is essential.
• Experience with project delivery and customer support services is required.

Responsibilities

• Install and support solutions in various customer environments.
• Troubleshoot and resolve potential issues during technical support.

Skills

Broadcast production

Customer Support services

Analytical skills

Troubleshooting

Communication skills

Project delivery

Self-development

Education

Engineering degree

Bachelor’s degree

Tools

Dockers

Grafana

Prometheus

CRM systems

Job description

Overview

Every day, Imagine Communications is delivering billions of media moments all over the world —anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

Why Imagine?

Imagine Communications offers a generous pension to all our employees, private Medical and Dental. We like to make sure all our employees are safe when travelling so we’ve got travel insurance covered too. Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP service. We have subsidised Gym membership, Life assurance and Group income protection.

A Bit About The Role

• Install & support Imagine solutions in various customer environments:
  • Production areas
  • Studios
  • Playout rooms
  • MCR
  • OBvan
• Gain exposure to with latest generation of broadcast solutions
  • 2110/SDI Gateways and processing
  • IP orchestrator
  • The playout bundles (Hybrid, multi-sites, CIAB…)
• Build systems with the most important video standards:
  • 2110, NMOS, HDR, JpegXS, Dockers/DevOps… and many others
• Stay informed with product lines and R&D to improve solutions and answer customer needs.
• Oversee large and innovative projects during implementation & continuing support during live migration.
• Follow up on technical aspects with key customers based in West Europe and Africa.
• Support sales with any potential future opportunities.
• Deliver onsite and remote services across different countries.

KEY ACCOUNTABILITIES:

Technical Commissioning and Training

• Manage technical on-site installation of equipment and secure its operation.
• Deliver basic operation and maintenance training to customers.
• Troubleshoot and resolve potential issues.
• Advise on workaround, alternative and improvement solutions.
• Report and provide detail on actions and services completed.
• Interface effectively with other departments to answer customer needs.
• Follow-up with customers to secure customer delivery expectations and satisfaction.
• Arrange for module exchange or factory repair of customer product.

Technical Product Support

• Assist customers with services restoration.
• Troubleshoot and resolve potential issues.
• Advise on the equipment life cycle and the maintenance associated.
• Resolve customer product/system issues following defined support processes.
• Enter service calls and associated activities into CRM system accurately and in a timely manner.
• Escalate more complex technical issues through the appropriate channels.
• Support e-service tools such as customer queries and repair.

About You

• Engineering or Bachelor’s degree.
• Experience with project delivery and Customer Support services.
• Experience in Broadcast production & Playout Technologies (ideally minimum 5 Years).
• Understanding of Service based architecture.
• Skilled with: 2110, NMOS, SDI Audio/Video Standards, network and IT basics, HDR, JpegXS…
• Knowledge on: Dockers/Dev ops skills, Grafana/Prometheus, AS64/Madi, scripting… are bonuses.
• Good Communication (Written and spoken English). French, Spanish are additional value.
• Customer service focused and sharp with good analytical & troubleshooting skills.
• Good interpersonal, positive and professional attitude.
• Available to travel (mainly in West Europe and Africa but could be over the world too) and capacities to work by remote. Travel up to 30%.
• Motivated to learn and self-develop knowledge on new terms/technologies.
• Preference to candidates who are familiar with Imagine: SNP, SDNO, Versio, IP3…

What does our team say?

“Working in Professional Services has made me see the result of improving quality for Customer satisfaction which in turn benefits Imagine as a company as well as customers. Working at Imagine has allowed me to implement changes to processes and see how I can make a real impact in my role. The atmosphere is friendly where teams collaborate and work well together.”

Celebrating difference, together stronger

At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.