New Jersey (Or Virtual Work) Posted on General

Join Team TelVue - Broadcast Technical Support Engineer Opening

 

TelVue Corporation is seeking a Broadcast Technical Support Engineer to support our growing base of Community Media and Professional broadcast customers. This is a chance to work with and help support TelVue products and services used every day in the broadcast industry to power thousands of PEG, Hyperlocal, Cable, and Over-the-Top channels. This position is for front-line support responding to customer cases and performing diagnosis and resolution on issues ranging from broadcast workflows, video signal routing, encoding, transcoding, streaming, IP networking, Linux, Mac & Windows operating system maintenance, and helping customers get the most out of their TelVue products and services. You’ll work closely with the rest of the TelVue team to influence our product features & roadmap. TelVue Corporation is 100% employee-owned and offers flexible work-from-home arrangements, competitive benefits, plus the opportunity to participate in company ownership. Interested candidates please send resume and cover letter to careers@telvue.com.

 

TelVue Corporation is a broadcast technology innovator that helps video broadcasters automate their channels, expand their audiences across multiple screens, increase accessibility, and broaden their ability to monetize their content. TelVue’s professional quality broadcast equipment and cloud video services include all-in-one digital broadcast servers, IP decoders and encoders, ad servers, digital signage, live and VOD Streaming/OTT, automatic captioning, content aggregation and transcoding, and hosted broadcast.

  

Responsibilities

 

  • Provide technical support for TelVue customers via phone, email, and chat.
  • Diagnose and troubleshoot technical issues, including account setup, network configuration, software, hardware, integrations, and video/audio signal chain issues. 
  • Assist customers by offering how-tos, tips and tricks, and best practices.
  • Understand broadcast signal chain and networking of client installations and how various devices are interconnected.
  • Track issues through to timely resolution.
  • Provide prompt and accurate feedback to customers.
  • Ensure all issues are properly documented via the help desk system.
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Dev Support).
  • Follow up with clients to ensure systems are fully functional after troubleshooting.
  • Document technical knowledge (KB, Wiki, Google Docs / Sheets).
  • Monitor #operations Slack channel for escalation requests and team collaboration.
  • Advocate for customers and customer experience.
  • Collaborate with the team to improve Tech Support processes.
  • Once up to speed, become part of on-call rotation for after-hours customer support.
  • Provide feedback to Product Management on how to improve TelVue products, User Experience.

 

Required skills

 

  • Familiarity with broadcast technology & workflows, encoding, transcoding, video editing
  • Familiarity with streaming video, YouTube, Facebook, Twitch, OBS etc...
  • Experience with Linux including command line
  • Basic TCP/IP networking
  • Basic server architectures (Linux OS, networking, file systems, basic RAID)
  • Methodical Troubleshooting abilities
  • Extremely organized individual that must have the ability to pay attention to details
  • Able to communicate with customers and team members in a professional manner
  • Possess the ability to work productively, efficiently & effectively with initiative and drive under tight timeline and pressure while maintaining attention to detail and quality

 

Desired skills

 

  • Advanced TCP/IP networking (routing, multicast, iptables/firewall)
  • Advanced Linux knowledge
  • Experience with salesforce.com Cases system
  • Experience with #Slack collaboration tools
  • Experience with Google Apps (sheets, docs, gmail, etc.)
  • Experience operating and managing playback and automation systems
  • Experience with TelVue products & services

 

Education: Bachelor’s Degree Preferred or equivalent experience.

 

TelVue Corporation, an equal opportunity employer, does not consider any protected traits (e.g. race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under  federal, state and local laws.

About Company

TelVue Corporation
16000 Horizon Way, Suite 100, Mount Laurel, NJ 08054

Job Information

Status: Open No of vacancies: 1 Job type: Full Time Job level: Entry level Years of experience: 1 Salary: Negotiable Publish date: 13 Jan 2022 Expire in: 2 weeks

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