Technical Support Engineer
Rennes, France
Full-Time
Haivision is world leader providers of real-time video streaming and networking solutions. Founded in 2004, Haivision is headquartered in Montreal and Chicago, with offices, sales and support in the Americas, Europe and Asia. The company is the originator of the SRT low-latency video streaming protocol and founded the “SRT Alliance” community to promote its widespread use in the audiovisual industry.
To round out its product and service offering, in April 2022 Haivision acquired AVIWEST, based in France – Rennes, a world leader in live video transmission over cellular networks, including 5G. Thanks to its IP transmission technology with SST (SafeStreams Technology) link aggregation, AVIWEST provides a patented and reliable solution, used in over 160 countries to cover live events such as the Olympic Games in 2022 and 2024.
With a total of 4 Emmy® awards won for their technologies and engineering by the National Academy of Television Arts and Sciences, Haivision and AVIWEST continue to revolutionize video transformation and transmission.
Our Technical support department is recruiting
Our support department is looking to strengthen its position by recruiting a Technical Support Engineer (F/H). The position is based in Rennes (France), and is to be filled ASAP.
Job description
The Technical Support Engineer (TSE) advises on reported product problems or desired functionality, providing solutions to customers. The TSE will perform systems analysis, functional checks, optimization and general consultation on video streams involving hardware and/or software. The TSE will also collaborate with other level 1, 2 and 3 support engineers, the Sales Team and Product Marketing, to defend Haivision’s customers’ workflows and ecosystems. This position requires participation in on-call duty on certain weekends per month (frequency to be defined with the Support Team Manager). The TSE must be reachable by phone 24/7 during this period. In addition, the TSE will be required to join Haivision’s Professional Services team, and as such will be required to travel (France, Africa, etc.) to carry out installations or customer training on the various products supplied by Haivision. These travels will be discussed in advance with the Support Team Manager.
Responsabilities :
- Act as the first level of support for inbound calls and web and/or email generated tickets.
- Diagnose, update and resolve customer issues remotely while providing assistance and advice via phone and email.
- Document all exchanges with customers to develop a knowledge database.
- Carry out actions related to Professional Services (on customer site on an ad hoc basis or remotely)
- Assist project managers in drawing up schedules and documentation for actions requested by customers
- Develop and maintain technical documentation for Haivision solutions under deployment
- Write training material and deliver technical training to partners and end-users
Hard/Soft skills :
- Graduation as an engineer or senior technician in telecoms and networks.
- dvanced knowledge of Linux/UNIX
- Practical expertise in UDP, TCP, RTP and video protocols.
- Experience using various network troubleshooting tools such as Wireshark, Traceroute, Netstat, Nslookup, etc.
- Knowledge of analog and digital audiovisual standards and compression technologies such as MPEG-2, MPEG-4/H.264 and HEVC would be an asset.
- Good oral and written English skills.
- Strong customer support skills are essential.
- Strong troubleshooting and diagnostic skills.
- Self-motivated, curious and eager to thrive in a fast-paced environment.
- Adaptability and flexibility in the face of change, and openness to learning new skills where appropriate.
- Attention to detail and precision.