Service & Support Engineer (Broadcast Control Systems)

TL;DR

Service & Support Engineer (Broadcast Control Systems): Providing first-level technical support for the Broadcast Control hi human interface solution to global customers with an accent on issue analysis, replication, and root cause identification. Focus on collaboration with regional support teams, customer success, sales, product management, and R&D in a global setup to ensure customer satisfaction.

Location: Remote

Company

hirify.global is the leading provider of live production tools in the media, sports and entertainment sectors.

What you will do

• Provide first-level technical support for the Broadcast Control hi human interface solution to global customers.
• Communicate professionally with internal and external stakeholders as part of the global support organization.
• Support customers through remote troubleshooting and online support sessions.
• Analyze customer-reported issues by gathering detailed information to enable replication of issues in labs and to analyze the root causes of reported issues.
• Manage and document customer cases in Salesforce, ensuring accurate tracking, escalation, and KPI compliance.
• Collaborate closely with regional support teams, Customer Success, Sales, Product Management, and R&D in a global setup.

Requirements

• Degree or equivalent technical training in IT, Electrical Engineering, Video Engineering, or a related field.
• 3+ years of experience in a customer-facing technical support role within the broadcast or media technology industry.
• Strong technical background in broadcast systems, including a deep understanding of broadcast video and audio workflows.
• Solid knowledge of broadcast networking technologies such as ST 2110, NMOS, PTP, TCP/IP, Multicast, and IGMP.
• Experience with software-based solutions, APIs, and Linux environments (Ubuntu Server, containers, Kubernetes).
• Strong customer orientation, troubleshooting mindset, and ability to work under pressure with excellent communication skills.

Culture & Benefits

• Being part of a Global team of technical specialists, with a diverse knowledge and experience.
• Career booster with numerous individual development and training opportunities.
• Focus on an open working atmosphere, inclusion is part of our Culture.