Technical Support Engineer

AVID Technology Limited; India; Remote; INR 750,000 - 1,000,000; Full time

Job summary

Avid Technology Limited is seeking an experienced Customer Care specialist to provide expert technical support for our software and solutions. This 100% remote night-shift role aligns with EST time zones, requiring strong knowledge of Avid systems and post-production workflows.

You will be part of a global 24x7 support team, handling cases, reproducing issues, and coordinating with engineering and product teams to ensure timely resolutions and high customer satisfaction.

Qualifications

• BA/BSc in Media, Electronics or Computing required.
• Experience with Avid Video Editing systems, cloud solutions, storage and asset management preferred.
• Knowledge of post-production workflows and terminology is advantageous.
• Excellent English communication skills; second language is a plus.

Responsibilities

• Provide expert technical and operational support for Avid workflows 24x7.
• Handle global 24x7x365 support with shift handoffs and timely responses.
• Reproduce, log bugs, and coordinate with internal teams for resolutions.
• Archive and document issues and escalations as per SLAs.

Skills

Avid solutions

Post-production workflows

English communication

Linux shell

Programming basics

Education

BA/BSc in Media, Electronics or Computing

Tools

Avid Video Editing

Cloud solutions

Storage

Asset management

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.ABOUT AVIDAvid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.To learn how Avid powers greater creators or for more information, visit www.avid.com.JOB SUMMARYAt Avid, every role has a significant impact and is an integral part of realizing our mission. Avid Customer Care is responsible for the provision of high quality technical and operational support for our software and solutions. Avid has a product range from low-end host based to high-end infrastructure solutions, including dedicated mixing surfaces, video editing, music production, postproduction, and broadcast news. Working in association with our Technical Marketing and worldwide Support and Engineering/Testing Team, Resellers as well as Avid’s (international) Support, the individual will be responsible for ensuring consistency of support standards throughout the territory to both Post and Video Production customer bases.Please note this role is to be performed remotely (100% home office) as a night shift, to ensure alignment to EST time zone.RESPONSIBILITIES AND DUTIESProvides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news productionWork within a global support team covering 24x7x365 operationsAble to write effective handoff from shift-to-shift for support issuesProvides proactive patch/upgrade planning including version compatibilityCreates and manages support cases in Avid’s case management system as appropriateReproduces and logs bugs as requiredEngages additional specialized Avid resources when neededFollows up on customer issues with appropriate Avid internal groupsLiaises with appropriate Avid management on a periodic basis to ensure visibilityAdheres to Avid’s relevant contractual SLAs (Service Level Agreements)SKILLSYou have a passion for Avid technology and expert knowledge of Avid solutions.You have expert knowledge of post-production workflows.You have experience in the Media Industry (Production and Post-Production)You are a mature technology professional with exemplary judgment and business acumen.You will own customer issues, from start to finish.You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability to think on your feet.You are self-starter who is comfortable with taking the initiative.Sometimes you will not know the right answer, but you are the kind of person who is always up for the challenge.You will rely on your resources and your team and quickly research a response.QUALIFICATIONSBA (Hons) or BSc in relevant degree such as Media, Electronics or ComputingExisting knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, and asset management preferredKnowledge of post-production workflows, terminology, and equipment a plusBroadcasting experience a plus, but not a requirementKnowledge about network architecture and troubleshooting requiredKnowledge about Linux shell and computer programming is a plus.Excellent English verbal and written communication skills required; second language is a plusAvid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.#LI-Remote#LI-RM1If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!