Headend Support Engineer

December 8

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INVIDI Technologies Corporation

WebsiteLinkedInAll Job Openings

Addressable Advertising • Ad Tech • SAAS

201 - 500 employees

Founded 2003

💰 Venture Round on 2016-11

Description

• Provide on-site support and maintenance of commercial grade video equipment provided and maintained by INVIDI. • Perform proactive and reactive monitoring of all INVIDI equipment in the customer headend, including monitoring where available of video issues. • Responsible for servicing, configuring and maintaining INVIDI headend equipment as well as system failure replacements when required. • Provide INVIDI's customers with quick, accurate, and professional replies via ticketing system, chat, email, or phone. • Perform failover equipment recovery of INVIDI equipment located in the headend. • Create and maintain detailed inventory of all INVIDI equipment deployed. • Maintain a high level of customer satisfaction. • Develop an understanding of customer specific implementation and needs. • Relay customer feedback to internal teams. • Work closely with internal teams such as Product, Engineering, Customer Success and Customer Solutions teams. • Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI. • Conduct root-cause analysis with engineering teams to make sure that issues are resolved. • On-call work is required and will be compensated for separately.

Requirements

• University Degree • 5+ years relevant experience. • Fluent in English with excellent verbal and written communication skills. • Must be able to articulate technical solutions to all audiences. • Android ADB debugging experience. • Familiarity with VAST request/response • Strong working knowledge of hardware, specifically Set Top Boxes, maintenance and configuration. • Experience in debugging complex technical issues in a fast-paced work environment. • Highly motivated and interested in customer support and customer satisfaction. • Ability to learn quickly and to cope with ever changing environments. • Desire to learn new things and perform technology research & troubleshooting.