Technical Support Engineer

India (IN01) Avid Technology India (Private) Ltd.; India; Remote; INR 700,000 - 1,100,000; Full time

Job summary

Avid Technology India (Private) Ltd. is seeking a remote Customer Care specialist to deliver high-quality technical and operational support for our software and solutions.

This night-shift role will align with EST time zone and operate as a 100% home office position. You will join a global support team, handle end-to-end customer issues, write clear shift handoffs, and participate in patch and upgrade planning to ensure service excellence across editing, storage, cloud, and post-production

Qualifications

• BA/BSc in Media, Electronics or Computing or equivalent.
• Knowledge of Avid's Video Editing systems, Cloud solutions, Storage and asset management preferred.
• Knowledge of post-production workflows is a plus.
• Broadcasting experience is a plus, but not required.
• Knowledge about network architecture and troubleshooting is helpful.
• Excellent English verbal and written communication skills; second language is a plus.

Responsibilities

• Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production.
• Work within a global support team covering 24x7x365 operations.
• Able to write effective handoff from shift-to-shift for support issues.
• Provides proactive patch/upgrade planning including version compatibility.
• Creates and manages support cases in Avid's case management system as appropriate.
• Reproduces and logs bugs as required.
• Engages additional specialized Avid resources when needed.
• Follows up on customer issues with appropriate Avid internal groups.
• Liaises with appropriate Avid management on a periodic basis to ensure visibility.
• Adheres to Avid's relevant contractual SLAs (Service Level Agreements).

Skills

Avid solutions

Post-production workflows

Media industry experience

Issue ownership

Problem solving

Self-starter

Team collaboration

English communication

Education

BA/BSc in Media/Electronics/Computing

Tools

Linux shell

Programming basics

Avid video editing systems

Cloud solutions

Storage management

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 AVID

Avid 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 SUMMARY

At 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 DUTIES

• Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production
• Work within a global support team covering 24x7x365 operations
• Able to write effective handoff from shift-to-shift for support issues
• Provides proactive patch/upgrade planning including version compatibility
• Creates and manages support cases in Avid's case management system as appropriate
• Reproduces and logs bugs as required
• Engages additional specialized Avid resources when needed
• Follows up on customer issues with appropriate Avid internal groups
• Liaises with appropriate Avid management on a periodic basis to ensure visibility
• Adheres to Avid's relevant contractual SLAs (Service Level Agreements)

SKILLS

• You 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.

QUALIFICATIONS

• BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing
• Existing knowledge/user experience with Avid's Video Editing systems, Cloud solutions, Storage, and asset management preferred
• Knowledge of post-production workflows, terminology, and equipment a plus
• Broadcasting experience a plus, but not a requirement
• Knowledge about network architecture and troubleshooting required
• Knowledge about Linux shell and computer programming is a plus.
• Excellent English verbal and written communication skills required; second language is a plus

Avid is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

#LI-Remote #LI-RM1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Avid makes technology and collaboration 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 recordings and live concerts. To learn how Avid powers greater creators or for more information, visit http://www.avid.com.