Senior Technical Support Engineer

hace 3 semanas

Alicante, España Harmonic Inc. A tiempo completo

**Senior Technical Support Engineer**

Harmonic is the industry leading solution for the transformation for video, cable and media companies, with smarter, faster, and simpler video streaming and broadband services. We are at the forefront of industry innovations, with simplified streaming using the cloud or software as a service, or next-generation gigabit services for the cable market. To learn more, go to “About Harmonic”.

**Role Description**

We are looking for Senior Technical Support Engineer being in the team working in Harmonic Technical Assistance Center which is the consolidated single point of contact for all customer support questions and issues. The TAC is geographically dispersed at key strategic locations worldwide, operating 24 x 7 and providing multi-level technical support, case management, problem resolution and ensure a high level of responsiveness and customer satisfaction.

**Location**

On-site - This position will be based in Alicante, Spain

**What you will be doing**
- Work as a member of the 24x7 Technical Assistance Center supporting our global customers.
- Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
- Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
- Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution. Be courteous and professional.
- Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.
- Authorizes product returns (RMA’s) through established company policy and guidelines.
- May be required to work shifts which include national, regional and local holidays, weekends and nights.

**What you will need to succeed**
- Requires an AS degree or equivalent with a minimum of 3(+) years of technical support experience in high-technology companies, preferably within Playout and Transmission, Network, Storage and/or Digital Video/Broadcast industries.
- Content delivery systems over Satellite, Cable, and IPTV and or content Transcoding, production, storage and file base workflows.
- Working knowledge and experience with the following technologies is required:

- Networking - Ethernet, routers, switches, hubs, TCP/IP, CIFS, and NFS.
- Operating system - Linux & Unix, with Windows Active Directory.
- Audio/video compression formats - MPEG-2/MPEG-4 H.264/AVC a plus /DVB.
- Storage - NAS, SAN, Fiber Channel, RAID groups, and volumes.
- Good and effective communication skills in both written and oral with the ability to converse with Customers, Engineering, Management and other Support team members at a technical level.
- Self motivated and organized with the ability to manage multiple customer cases and respond in a professional, timely manor.
- Ability to prepare detailed technical and operational documentation covering, product issues, customer case information, product stability and serviceability recommendations as well as process and procedural changes.
- Work with customers under a variety of circumstances and pressures, yet understand and meet customer expectations is fundamental.
- A working knowledge and/or experience with some of the following technologies are a major plus:

- Digital video system solutions (DBS, Cable, Telco, Terrestrial, Mobile, Wireless, etc.)
- Real Time Encoders, Multiplexers, and EdgeQAM.
- Digital video manipulation techniques such as Rate Shaping, Transcoding and Digital Program Insertion (DPI) are pluses.
- Abode Flash, graphic experience
- Edit Suites (Apple FCP, Avid Digital Suites).
- Automation Systems (Harris, Pebble beach, SAM - Snell)
- Video Servers (Omneon, Grass Valley, Leitch, Pinnacle)

**Diversity, Equality, and Inclusion at Harmonic**

At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

**#LI-Onsite**

**Recruiter #LI-IP2

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