Remote Technical Support Engineer - Night Shift

Avid; United States; Remote; USD 60,000 - 95,000; Full time

Job summary

Avid is seeking a dedicated Customer Care specialist to provide high-quality technical and operational support for our software and solutions. You will work on post-production workflows, cloud-based services, storage and asset management, located in a 100% remote, night-shift role aligned to EST.

You will join a global 24x7x365 support team, handle cases, reproduce issues, coordinate with engineering and support groups, and strive to maintain service level agreements while helping Post and Video

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.

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 knowledge

Post‑production workflows

Media industry experience

Technology professional

Own customer issues

Problem solving

Self-starter

Initiative

Research responses

Education

BA in Media/Electronics/Computing

Tools

Avid Video Editing

Cloud solutions

Storage

Asset management

Linux shell

Job description

Avid is seeking a dedicated Customer Care specialist to provide high-quality technical and operational support for our software and solutions. You will work on post-production workflows, cloud-based services, storage and asset management, located in a 100% remote, night-shift role aligned to EST.

You will join a global 24x7x365 support team, handle cases, reproduce issues, coordinate with engineering and support groups, and strive to maintain service level agreements while helping Post and Video