Technical Support Engineer-/Red Hat Certified

To be successful in this position, your skills should include strong Linux (Red Hat Certified Preferred), Networking (Video Networking preferred) and the ability to work with technically oriented CATV customers.  

Responsibilities:

• In this work remote position, you will be serving as the primary customer liaison; working with cross-functional teams to meet the customer’s needs. 
• Strong Linux and network engineering skills, working with video broadcasting applications are required.
• Ownership of the progression of technical support cases and customer inquiries relative to our client’s Video and Broadband Solutions and Content Delivery and Storage.
• Coordinating and tracking change requests between the Customer, Product Management, Technical Support, and R&D.
• Responsible for tool innovation and automation in accordance with the company and customer needs. 
• Debug technical issues, and escalate issues as needed while engaging additional resources to progress issue resolution. 
• The ideal candidate is a collaborative and articulate individual that has experience providing technical support for the customer’s platforms and is motivated by maximizing customer success and outcomes. This person should demonstrate the ability to develop and maintain strong relationships with key customer personnel, serving as the customer’s primary advocate, technical support engineer, and service-related communication points.

Duties include (but are not limited to):

• Work as a technical account team member, providing incident management and customer problem resolution.
• Troubleshoot issues and collaborate with Engineering (as required) to provide solutions.
• Team up with the account team to onboard and support our customers.
• Assist in customer installations and integrations.
• Provide technical guidance and best practices as the subject matter expert in our product.
• Help write and maintain our internal and external knowledge base.
• Advocate customer needs/issues cross-departmentally.
• Actively engages with the Customer Account Team to understand customer needs, strategy, and direction of sales.
• Proactively engages with the customer to build relationships and gain knowledge of upcoming direction. Serves as a customer escalation point to address critical field issue resolution including management of resolution efforts, resources, communication with the sales team and customer, and recommendation with a focus on restoring customer’s system integrity and confidence in our client’s ability to provide industry-leading support. 
• Leads team in analysis of customer service requirements and the proposal of existing/new services and services models. Drives efforts intended to provide optimal customer platform performance/efficiency while maintaining minimal downtime. Focused on overall improvement in customer experience. 
• Maintains contact with customers regarding future direction and adopts new Services Business program, plan & direction to improve upon Product, Tech Support, Professional Services, Training and System Turn-up, Commissioning, and Acceptance areas. 
• Strives to improve the overall efficiency of operations and processes. 
• Prepares clear, sound, accurate, and informative incident reports, resolution plans, root cause analysis, and recommendations.