Tier 2 Technical Support – evTOC

evertz; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Evertz Microsystems is seeking a technically skilled Broadcast Support Engineer for a currently remote role with plans to move to a hybrid model in 1–2 years. You will diagnose, troubleshoot, and resolve complex issues in a 24/7/365 environment, supporting major customers across time zones.

In this role you will collaborate with engineering, QA, and product teams, document procedures, and develop tools to expedite resolutions.

Qualifications

• 2+ years in technical or customer support roles.
• Detail-oriented with strong analytical and problem-solving skills.
• Willingness to travel up to 10% per year.

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.
• Developing and setting up tools by generating or authoring customer guides and providing detailed technical information to the technical writing group.
• Participate in on-call duty.

Skills

Linux

Customer support

Analytical thinking

Communication skills

Problem solving

Team coordination

Education

College diploma in computer science, engineering, networking, or related field

Tools

Python

JavaScript

Job description

We're looking for a technically skilled, service-oriented professional who strives for continuous self-improvement, with a natural curiosity and the ability to learn independently. The ideal candidate brings a positive, can-do attitude, builds strong relationships with both customers and team members, and is motivated to grow within the broadcast technology space. They take ownership of issues, proactively seek solutions.

Important note:

The role is currently remote. To support the position, we are in the process of setting up an on-site lab to ensure direct access to our solutions. A transition to a hybrid working model is planned in the longer term; however, this change will take time and is expected to occur no sooner than 1-2 years.

What does it take to be a Broadcast Support Engineer:

• Contributing to a mission-critical 24/7/365 environment, with potential for off-hours shifts and on-call duties
• Providing remote support to major Evertz customers across various time zones
• Solving problems by replicating user workflows and identifying effective solutions
• Documenting departmental and technical procedures

What you will learn:

• How to act as a bridge between customers and our product development teams
• How to serve as an expert-level specialist on highly complex technical issues
• How to collaborate across multiple teams (engineering, QA, product) in a fast-paced, multinational environment
• How to troubleshoot real-world scenarios involving software, network, and system-level issues
• How to maintain customer satisfaction while handling escalations and technical challenges

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.
• Developing and setting up tools by generating or authoring customer guides and providing detailed technical information to the technical writing group.
• Participate in on-call duty.

Requirements:

To join our growing evTOC team you’ll need the following to make our team better:

• At least 2 years of experience in technical or customer support roles
• Detail-oriented with strong analytical and problem-solving skills
• Good communication and interpersonal skills
• 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
• College diploma in computer science, engineering, networking, or a related field
• Willingness to travel to customer sites as needed - typically up to 10% per year
• Openness to attend internal training at our HQ in Canada

Additional qualifications:

• Python and JavaScript familiarity is preferred
• Enthusiastic about Computer hardware
• Understanding of network technologies (DNS, DHCP, TCP/IP, Firewalls, Switches)
• Willingness to learn and work with the most advanced solutions in the broadcast industry

Recruitment process is simple:

1. Screening with recruiter(45 min)
2. Technical interview with 2 Senior Engineers (60 min)

About Us:

Evertz Microsystems (TSX:ET) is a leading global manufacturer of broadcast equipment and solutions that deliver content to television sets, on-demand services, WebTV, IPTV, and mobile devices (like phones and tablets). Evertz has expertise in delivering complete end-to-end broadcast solutions for all aspects of broadcast production including content creation, content distribution and content delivery.

Considered as an innovator by their customers, Evertz delivers cutting edge solutions that are unmatched in the industry in both hardware and software. Evertz delivers products and solutions that can be found in major broadcast facilities on every continent. Evertz’ customer base also includes telcos, satellite, cable TV, and IPTV providers.

We work in agile, low-bureaucracy, cross-functional teams spread across the world. It’s a highly creative work environment where the team is built on trust and is relaxed, open and welcoming to all.

Evertz has engineering offices in Canada, England, Scotland, India, and now it's time for Poland!