The Customer Success Engineer (CSE) will combine technical expertise with a customer-focused approach to ensure an outstanding post-sale customer experience, from onboarding through to day-to-day usage and product support. By providing hands-on guidance and proactive support, the CSE helps customers maximize the value of their investment in Haivision’s broadcast solutions.

This role requires strong expertise in networking, video distribution technologies, video streaming protocols, and broadcast video workflows.

Additionally, the CSE will be expected to travel to customer locations to assist with onboarding and provide onsite support several times per year for key customers deployments and/or events as well as participate in a 24/7 on-call rotation to ensure a seamless support coverage.

Duties and Responsibilities

• Customer Onboarding & Commissioning
• Act as the technical lead for commissioning Haivision’s broadcast video solutions:
• Configure, commission, and troubleshoot both on-site and remote.
• Assist project managers with the development of project timelines and scope of work documentation.
• Develop and maintain technical documentation related to the Haivision solution being deployed.
• Create daily reports of project progress, maintain, and update project records within project management tracking applications.
• Develop training materials and deliver technical training to partners and end-users both on-site and remote.
• Assist with pre-sale engineering review of large projects.
• Provide support for strategic customer POCs.

Technical Support & Troubleshooting

• Respond to incoming customer calls, chats, web-based and/or email generated support tickets.
• Diagnose and resolve network, streaming, and hardware/software-related issues.
• Document all interactions with customers in Salesforce Service Cloud to maintain accurate case and customer information.
• Collaborate with Product Management, Product Development, and Engineering teams to troubleshoot and escalate customer issues.
• Document and escalate customer-reported bugs and feature requests.

Customer Enablement & Solution Optimization

• Lead customer technical training and best-practices workshops.
• Provide configuration guidance, system optimization, and performance tuning.
• Monitor customer system performance, perform system upgrades, and proactively identify risks or optimizations

Onsite & On-Call Support

• Provide onsite support for critical customer issues and strategic customer events.
• Participate in an on-call rotation to handle 24/7 support and address urgent customer issues outside of regular business hours.

Collaboration & Continuous Improvement

• Provide feedback to Product and Engineering teams to enhance product stability and usability.
• Create and maintain internal and external technical documentation, troubleshooting guides, and FAQs.
• Stay up to date on industry best practices and emerging video technologies.

Required Qualifications & Skills

Technical Expertise

• 3+ years in a technical support, solutions engineering, or customer success role.
• Deep understanding of video streaming technologies, including SRT, SST, RTMP, HLS, MPEG-TS, and WebRTC.
• Experience in cellular/LAN/WAN video distribution technologies, IP video systems expertise, internet infrastructure, network expertise, and troubleshooting.
• Hands-on expertise with UDP, TCP, RTP and other video protocols.
• Strong experience with IP networking, multicast, firewalls, NAT traversal, and VPNs.
• Experience using various network troubleshooting tools.
• Hands-on experience with Linux-based systems, CLI tools, and scripting.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and hybrid deployments (Virtual Machine Environments)
• Knowledge of SDI, NDI, SMPTE 2110, and broadcast workflows is a plus.
• Experience working with APIs, automation tools, and monitoring solutions.

Soft Skills & Work Requirements

• Strong troubleshooting mindset with a methodical approach to problem-solving.
• Excellent English written and verbal communication skills for customer interactions.
• Proficiency in French (written and verbal) is a plus.
• Strong customer service skills are essential.
• Self-learning skills and teamwork mind are keys factors for this opportunity.
• Self-motivated with the ability to manage multiple technical challenges simultaneously.
• Adaptability and flexibility to change and openness to learn new skills as required.
• Attention to detail and accuracy.
• Ability to work in a 24/7 on-call rotation to support mission-critical applications.
• Willingness to travel for onsite onboarding and support as needed.