Support Engineer (Hybrid remote friendly)

Imagine Communications; London; Remote; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled professional to join their dynamic team, focusing on delivering innovative media software solutions. The role involves installing and supporting cutting-edge broadcast technologies, ensuring customer satisfaction through effective troubleshooting and technical training. You will manage large projects and collaborate with clients across Europe and Africa, contributing to the enhancement of media solutions. With a strong emphasis on employee wellbeing, this forward-thinking company offers a supportive environment where your technical skills will thrive and evolve. If you're passionate about media technology and eager to make an impact, this opportunity is for you.

Benefits

Generous pension

Private medical coverage

Dental coverage

Travel insurance

Subsidized gym memberships

Life assurance

Group income protection

Employee Assistance Program

Qualifications

• 5+ years in broadcast production and playout technologies.
• Experience in project delivery and customer support services.

Responsibilities

• Install and support solutions in various customer environments.
• Troubleshoot and resolve product/system issues.

Skills

2110

NMOS

SDI

network basics

HDR

JpegXS

troubleshooting

communication skills

Education

Engineering degree

Bachelor's degree

Tools

Docker

Grafana

Prometheus

Job description

Overview

Imagine Communications delivers billions of media moments daily worldwide, providing innovative end-to-end media software and networking solutions to over 3,000 customers across more than 185 countries, including top broadcast facilities and advanced sports and live-event venues.

Why Imagine?

We offer a generous pension, private medical and dental coverage, travel insurance, and prioritize employee wellbeing with access to our EAP service. Additional benefits include subsidized gym memberships, life assurance, and group income protection.

A Bit About The Role

• Install and support Imagine solutions in various customer environments: production areas, studios, playout rooms, MCR, OB van.
• Gain exposure to the latest broadcast solutions: 2110/SDI gateways, IP orchestrator, playout bundles (Hybrid, multi-sites, CIAB).
• Build systems adhering to key video standards: 2110, NMOS, HDR, JpegXS, Docker/DevOps, among others.
• Stay informed about product lines and R&D to enhance solutions and meet customer needs.
• Manage large projects during implementation and support live migrations.
• Coordinate with key customers in West Europe and Africa on technical aspects.
• Assist sales with potential future opportunities.
• Deliver onsite and remote services across different countries.

Key Accountabilities

Technical Commissioning and Training

• Manage on-site installation of equipment ensuring operation.
• Provide basic operation and maintenance training to customers.
• Troubleshoot and resolve issues.
• Advise on workarounds, alternatives, and improvements.
• Document actions and services performed.
• Coordinate with other departments to meet customer needs.
• Follow-up to ensure customer satisfaction.
• Arrange module exchanges or factory repairs.

Technical Product Support

• Assist with service restoration.
• Troubleshoot and resolve product/system issues.
• Advise on equipment lifecycle and maintenance.
• Follow support processes for issue resolution.
• Record service activities accurately in CRM.
• Escalate complex issues appropriately.
• Support e-service tools and customer queries.

About You

• Engineering or Bachelor’s degree.
• Experience in project delivery and customer support services.
• Minimum 5 years in broadcast production and playout technologies.
• Understanding of service-based architecture.
• Skills in: 2110, NMOS, SDI, network basics, HDR, JpegXS.

Additional knowledge in Dockers/DevOps, Grafana/Prometheus, scripting is a plus.

• Excellent communication skills in English; French and Spanish are advantageous.
• Customer-focused with strong troubleshooting skills.
• Positive, professional attitude with good interpersonal skills.
• Willing to travel (mainly West Europe and Africa, up to 30%) and work remotely.
• Motivated to learn and develop new technical skills.
• Familiarity with Imagine solutions like SNP, SDNO, Versio, IP3 is preferred.

What our team says

“Working in Professional Services has shown me the impact of improving quality for customer satisfaction, benefiting both Imagine and our clients. The friendly team environment fosters collaboration and continuous improvement.”

Celebrating diversity

At Imagine Communications, we embrace and support diversity, committed to mutual respect and equal opportunity.