Enterprise Support Engineer

EvertzAV; Warszawa; On-site; PLN 90,000 - 130,000; Full time

Job summary

Evertz in Warsaw, Poland seeks an Enterprise Support Engineer to guide customers through operation issues, firmware upgrades, and system maintenance. You will diagnose root causes, communicate clearly, and contribute to technical documentation while collaborating with cross-functional teams.

The role requires a proactive problem-solver with strong customer service instincts and the ability to work under pressure. On-call duties are included, and travel may be required.

Qualifications

• Previous experience in support roles is desirable.
• Experience with databases (MySQL, Aurora).
• Experience with Linux (any flavour).
• Degree or diploma in IT, Electronics or Computer Electronics.

Responsibilities

• Respond and provide expert technical direction to customers regarding operational issues, firmware upgrades and general system maintenance.
• Regularly assess customer applications and troubleshoot/diagnose issues through research and/or issue replication to determine the root cause.
• Recommend solutions utilizing various levels of technical language appropriate to the customer in a timely, clear, and professional manner.
• Maintain a communication link between customer service and other Evertz departments by partnering to resolve customer issues and communicating status/progress to customers.
• Aid in design changes and interface with Evertz Product Management team regarding new "feature requests".
• Support the development of communications tools by generating or authoring customer guides and providing detailed technical information to the technical writing group.
• Participate in on-call duty.

Skills

Good communication

Interpersonal skills

Problem-solving

Ability to multitask

High-pressure work

Customer service

Willingness to learn

Education

Degree or diploma in IT/Electronics/Computer Electronics

Tools

MySQL/Aurora

Linux

Python

JavaScript

AWS

Job description

Department: Location: Warsaw, Poland

Responsibilities

• Respond and provide expert technical direction to customers regarding operational issues, firmware upgrades and general system maintenance.
• Regularly assess customer applications and troubleshoot/diagnose issues through research and/or issue replication to determine the root cause.
• Recommend solutions utilizing various levels of technical language appropriate to the customer in a timely, clear, and professional manner.
• Maintain a communication link between customer service and other Evertz departments by partnering to resolve customer issues and communicating status/progress to customers.
• Aid in design changes and interface with Evertz Product Management team regarding new "feature requests".
• Support the development of communications tools by generating or authoring customer guides and providing detailed technical information to the technical writing group.
• Participate in on-call duty.

Skills And Abilities

• Previous experience in support roles is desirable
• Good communication and interpersonal skills
• Experience with Databases (My SQL, Aurora)
• Experience with Linux (any flavour)
• Problem-solving attitude and ability to react to changing situations
• Ability to act effectively in high-pressure situations
• Dedicated to delivering excellent customer service
• Passionate about technology and eager to learn new software and hardware products
• Ability to multitask in a fast-paced environment
• Degree or diploma in IT, Electronics or Computer Electronics

Additional Skills And Experience That Will Be Useful

• Exposure to AI tools, including generative AI solutions, is considered an asset
• Python and JavaScript familiarity is preferred
• Enthusiastic about Computer hardware
• Media Asset Management or Playout (Linear and Non-Linear) system experience is a valuable asset
• Understanding of network technologies (DNS, DHCP, TCP/IP, Firewalls, Switches)
• Knowledge of cloud computing environments (AWS is preferred)
• Willingness to travel if required

Recruitment Process Is Simple

• Screening with recruiter (~45min)
• Technical interview with Hiring Manager and Enterprise Support Engineer (~100min)

Thank you for considering a career with Evertz!