Project management:

factory acceptance tests
system integration and testing
interoperability management
project & system setting configurations
system documentation
on-site integration & deployment with customer technical staff

technical support:

phone, e-mail and onsite technical support;
tracking and follow up of customers incidents from their submission up to their resolution on the customers side;
elaborating, replicating and managing test platforms;
validation of patches and hot fixes;
rma (return material authorization) follow up;
internal support to presales and system engineers;
technical training;
prepare and provide systems technical training to key customers

administration and documentation:

manage the crm (salesforce) database: incident tracking and management, and knowledge base;
create and maintain technical notes for knowledge base of our products;
generate maintenance documentation;
contribute to the continual enhancement of support process;
contribute to product documentation elaboration and improvement: datasheets, release notes and manuals

experience required

engineer diploma in computer science, engineering or related technical fields
fluent in english, 3rd language would be a plus
a first technical experience in customer support and/or r&d would be a plus
knowledge in major technical disciplines necessary for support, troubleshooting and testing of various digital video broadcast and delivery systems
knowledge of ip networking, and video streaming technologies
deep understanding of mpeg-2, mpeg-4 h.264/avc compression, abr streaming video and ott technologies including hls, hss, and hds
strong verbal and written communications skills with an ability to navigate and communicate at all levels
good problem investigation and solving skills
able to work within a multi-cultural team
ability to travel 30-50%