Haivision Systems Inc. (“Haivision”) (TSX: HAI), a leading global provider of mission-critical, real-time video networking and visual collaboration solutions.
Haivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Our connected cloud and intelligent edge technologies enable organizations globally to engage audiences, enhance collaboration, and support decision making. We provide high quality, low latency, secure, and reliable live video at a global scale. Haivision open sourced its award-winning SRT low latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, Europe, and Asia. To learn more, visit Haivision at haivision.com.
Job Purpose:
The Technical Support Engineer 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 work evening and/or night shifts and to travel periodically to customer locations to assist with onboarding and provide onsite support for key customer deployments or events. The role also includes participation in a 24/7 or weekend on-call rotation to ensure 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.
- Work evening and/or night shifts as required to support customer operations across global time zones.
- 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
- Proficiency in Spanish or Mandarin (written and verbal) is mandatory.
- Strong troubleshooting mindset with a methodical approach to problem-solving.
- Excellent English written and verbal communication skills for customer interactions.
- 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 or weekend on-call rotation to support mission-critical applications.
- Willingness to travel for onsite onboarding and support as needed.