Job Information
Grass Valley Technical Customer Support Engineer in Singapore
With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.
As the industry’s R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry. We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers to build successful media businesses and navigate the rapidly shifting mediascape.
Why Join Grass Valley?
As the world continues to evolve, Grass Valley is also transforming: Creating innovative breakthrough solutions to serve customers’ changing needs and realities. We are proud that for over 60 years, our innovations have enabled content creators, broadcasters and media organizations to produce rich, compelling content that brings the viewer even closer to the action; more engaged with the story and more connected to others.
Our people are creative, knowledgeable, passionate and dedicated, working together to deliver high quality solutions and services to customers all over the world. We are looking for our future ambassadors, technologists, thought leaders and innovators to continue this beautiful journey with us. This is your opportunity, join us!
For further information, please visit www.grassvalley.com.
The Opportunity
To be successful in this role, you must have a true passion for helping and supporting and have our customers’ best interest at heart, as well as the business itself.
The main purpose of the job is:
Put our customers first by providing industry leading customer service with innovative solutions to overcome challenges faced by our customers
Apply advanced troubleshooting techniques to provide solutions to our customers' individual needs
Work directly with Grass Valley Support Account Managers and Product Experts to help reproduce and resolve customer issues
Drive customer communication
Drive projects that improve support-related processes and our customers’ technical support experience
Write tutorials, how-to videos, and other technical articles
Work on highly complex customer problems
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged within SFDC, JIRA and support programs
Prioritize and manage several open issues at one time
Prepare accurate and timely reports
Produce written designs and documentation regarding proposed or actual deployments - includes traditional as well as solutions using Grass Valley AMPP Technology
What You Will Need To Be Successful
Technology Systems Knowledge:
Degree qualified or equivalent combination of skills and experience.
Cloud or Virtualization technology experience (VMWare, AWS, Xen or KVM)
Understanding of Video , Broadcast production techniques
Working Knowledge of digital and analogue electronics and digital and analogue video and audio systems
Knowledge of Playout Systems
Working knowledge of server-based applications and computer networking
Exposure to Virtualization (VMware, Xen, Hypervisor)
Exposure to Cloud computing
Exposure to security concepts / best practices
Knowledge on & with IPsec, VPN, Load Balancing, Iperf, Routing Protocols, SSH, Network Monitoring / Troubleshooting tools
Other Preferred Skills:
Strong customer focus
Strong multi-tasking skills
Self-starter who is excited about technology
Solid research skills with an emphasis on finding and using information quickly
Proven ability to function as a part of a team.
Excellent written and verbal communication skills.
Proven ability to meet deadlines.
Be hardworking, organised, team orientated and be able to work under pressure.
Ability to travel to and work at customer sites on a regular basis if required.
Note : This vacancy is open for Singaporean citizenship or Singapore Permanent Resident (PR) status only.
Grass Valley offers competitive compensation packages in an energizing and supportive work environment.
This job description is intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.
Grass Valley is an equal opportunity employer and makes employment decisions without regard to gender, marital status, race, religion, colour, age, disability, sexual orientation or protected veteran status.
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