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Technical Support Specialist

Hamburg, Germany
Permanent, Full-Time

Working closely with the Engineering Development group, the Technical Support Specialist will be responsible for installing, configuring, testing, upgrading our IP Video Distribution systems. Support activities include performing program planning, installations on customer sites, remote installations/upgrades, customer phone and email support, remote network-based support and configuration and customer site activities.

Tasks and Responsibilities

  • Plan, coordinate, and install IP video encoding and distribution systems
  • Assemble, install, and configure Windows / Linux based IP Encoding / Video distribution systems and verify proper pre-deployment configuration before the systems ship to customer sites
  • Configure and commission Linux based IP video distribution systems and verify proper deployment to customer sites.
  • Diagnose, update and fix customer issues remotely via SSH, RDP, or other remote access protocols, along with providing phone and email support and guidance
  • Deliver partner and customer training on the Haivision solutions and workflows
  • Help customers setup access control restrictions for administrative tools and help customers implement custom launch applets
  • Diagnose and resolve issues related to network configurations, hardware problems, software configuration issues, or operational errors
  • Ensure that customer requests are documented, tracked and resolved in a timely manner to maintain customer satisfaction and escalate urgent problems requiring more in-depth knowledge
  • Commitment to providing “24/7” support including on-call availability on a rotational basis
  • Readiness and availability for up to 40% travel requirement both regionally and/or internationally to support pre-sales and post-sales situations
  • Perform additional related duties as required:
    • Participate in meetings, as necessary
    • Carry out hardware and software system installations
    • Travel to sites and provide training to customers
    • Execute additional tasks upon request

Professional and Personal Requirements

  • University degree in Computer Science, Software Engineering or the equivalent
  • Proven experience establishing and maintaining customer relationships
  • Demonstrated ability to manage tense situations with clients demanding immediate attention
  • Strong experience interacting with customers
  • Strong presentation and delivery skills
  • Strong trouble-shooting and diagnostic skills
  • Strong experience with the Linux operating system, networking and network administration principles and practices
  • Strong experience in a testing environment
  • Experience with MS Windows OS, network administration, systems configuration, and device/driver implementation is a definite asset
  • Hands-on with TCP/IP Protocol layer and networking principles
  • Good understanding of Real time transport protocols such as RTMP, HLS, RTP, MPEG-TS and Session protocols such as SIP and RTSP
  • Understanding of scripting language such as Bash and Python, and developing automated testing tools
  • Knowledge of analog and digital audiovisual standards and compression technologies like MPEG-2 and MPEG-4/H.264
  • Fluent with spoken and written English with the ability to clearly communicate and document complex technical issues in English
  • Excellent oral and written communication skills with the ability to write comprehensive technical documentation in English
  • Self-starter with ability to work with a minimal supervision and the desire to thrive in a fast-paced environment
  • Autonomous, self-motivated and proactive team player with great attention to detail

Benefits

  • Competitive base salary.
  • Great work environment & other perks!

Or send your application to [email protected]

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You can also email us your application to [email protected]