Customer Support Engineer (EMEA)

Salary: Competitive + Bonus + Excellent Benefits

The Company

As one of the key innovators in IPTV technology, this is a rapidly growing company whose products and solutions are being adopted on a global basis.  As their worldwide presence strengthens, this is a very opportune time to join this company as they continue to move from strength to strength.

The Role

Working with the Company’s existing technical support team, based in Southern England, to provide technical assistance to our IPTV customers within the EMEA region (Europe, Middle East, Africa). Support activities can take many forms including network debugging, software / hardware fault resolution, customer training or application development. The role is based within EMEA and it will involve working successfully with our support teams in APAC and the Americas.

Main Duties And Responsibilities

• Provide all levels of technical support both pre and post sales

• Support the Company’s proprietary software and mechanisms

• Maintenance and installation of 3rd party solutions and systems

• Reporting fault verification and debugging

• Application development and debugging

• Technical training of customer staff

• On-site support for customers as required

• Produce and manage documentation as required

Reporting Relationships

Direct report to the Senior Support Engineer.

Working Relationships

·         Thoroughly professional relationships with all external partners and

·         customers

·         Maintain effective relationships with fellow Customer Support Representatives

·         Work effectively with the commercial team

·         Regular contact with the Engineering department on technical issues

Special Job Requirements

The job will require regular international travel, with the potential for

considerable time away from home. The successful candidate must be able to

cope under pressure in such environments, and to quickly be able to work

independently and effectively.

Key Qualifications, Skills and Experience

1. Experience in a demanding customer-facing

role.

2. Educated to degree level within Electronic

Engineering

3. Solid knowledge of the Linux Operating

System, for servers and embedded systems

4. Understanding of principles of TV over IP

using unicast and multicast mechanisms

5. Knowledge of various MPEG standards

6. Knowledge of HTML & JavaScript, and

application development

7. Solid experience of network infrastructure and

technologies, including DHCP.

8. Good verbal and written communication skills

along with excellent customer service

experience.