Scope

The Support Engineer assists and supports a wide range of IT-based broadcast systems, ranging from EVS core video servers to user interfaces and media contribution systems. EVS prides itself on its level of customer support and the Support Engineer DACH will be expected to act on his/her own initiative communicating with other departments where necessary to resolve issues. This role is a direct customer-facing position that will directly convey the EVS message to customers and the EVS Product families.

Job Description

• Provide technical responses to support issues reported via support tool, or direct from customers, project engineers, etc. Support is delivered by email and telephone
• Manage customer expectations of response time and issue resolution
• Troubleshoot and reproduce problems and define workarounds
• Work with the Tier-3 support team on the more complex issues
• Provide product feedback to reduce the number of issues experienced by the customer
• Back up and work closely with the project engineering team when they’re in the field delivering projects
• Write, review and organize technical documents to increase the effectiveness of Tier 2 support
• Provide advanced technical and troubleshooting training to the Tier-1 support team and customers
• Frequent on-site assistance for EVS systems installation and support
• Manage customer expectations of response time and issue resolution
• Troubleshoot and reproduce problems and define workarounds
• Work with the Tier-3 support team on the more complex issues
• Provide product feedback to reduce the number of issues experienced by the customer
• Back up and work closely with the project engineering team when they’re in the field delivering projects
• Write, review and organize technical documents to increase the effectiveness of Tier 2 support
• Provide advanced technical and troubleshooting training to the Tier-1 support team and customers
• Frequent on-site assistance for EVS systems installation and support
• Managed support of new product with help of Tier3 and share knowledge with the worldwide support team​

Profile

• Bachelor's Degree in a technical field or equivalent experience
• Good knowledge in :

1. Network
2. Linux
3. Windows knowledge required Network certification would be a plus

• Excellent customer service skills addressing, needs of both external and internal customers with strong communication and process skills
• Flexible and willing to travel frequently, able to manage himself under pressure

Languages :

• Fluent in French (written and spoken)
• Working knowledge of English (written and spoken)
   

Offer

You will benefit from working in a friendly, lively environment having ambitious commercial objectives. Our dynamic and young team brings the best out of motivated potentials. In addition, you will receive a competitive salary and a range of other employee benefits.