Global Support Engineer

Scope

The Support Engineer plays a critical role in facilitating seamless support for MediaCeption line of products. EVS holds its customer support in high regard, and the Support Engineer is expected to take proactive initiatives to collaborate with various departments to resolve issues efficiently. Global Support engineers function as a vital link between local support teams and T3 support experts, ensuring continuous support worldwide, 24/7.

Job Description

• Respond promptly to technical issues reported via support tools or directly from customers, project engineers, etc.
• Serve as the next escalation point beyond local support, ensuring efficient issue resolution.
• Operate within a global company rotational system to provide round-the-clock (24/7) support.
• Assist local teams in managing customer expectations, response time, and issue resolution.
• Troubleshoot and replicate problems to define effective workarounds.
• Provide constructive product feedback to minimize customer issues.
• Collaborate closely with Support members and project engineering teams during implementation services, installations, and commissioning.
• Deliver advanced technical and troubleshooting training to Tier-1 support teams and customers.
• Participate in the OnCall system for immediate support needs.

Profile

• Bachelor's Degree in a technical field or equivalent experience.
• Minimum of 2 years of experience in a technical support role. Experience in Broadcast would be beneficial.
• Good working knowledge of :
  • Networking
  • Linux
  • MS Windows

•  Knowledge in devops, virtualization, and cloud deployments is desirable, with a strong emphasis on a system approach.
• Familiarity with Kubernetes is advantageous, demonstrating an understanding of modern system orchestration technologies.
• Strong customer service skills with effective communication and process management abilities.
• Flexibility and willingness to travel frequently, capable of performing well under pressure.
• Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

Languages :

• Fluent in English
• Knowledge of other languages is an asset

Offer

Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. Our flexible schedules and hybrid way of working (homeworking) policies will help you preserve your work-life balance.

EVS will give you the tools to develop your skills and your career by giving you the opportunities of internal mobilities and a wide range of trainings. We encourage our motivated talents with a friendly, lively, and inclusive environment.

Check out our website if you want to know more about why you should join EVS !