Enterprise Support Engineer

Please submit your documents in English when applying for this position.

Evertz is looking for highly technical and self-motivated individuals for a challenging enterprise-class software/hardware support engineering role. If you're interested in expanding your knowledge and advancing with cutting-edge technologies in the Media and Entertainment (M+E) industry and building strong customer communications skills, this position is for you!

While providing services with Evertz Enterprise Support group, you will be supporting major M+E customers globally. The opportunities to learn and grow within the industry are limitless. Our products use a broad range of leading-edge technologies highly relevant in IT and Media Entertainment Industries, amongst others!

You will be dealing with Evertz’s industry-leading Media Supply Chain and Linear Playout solutions. You will assist customers in maintaining superior system up-time and performance by assisting them with quick, efficient and professional problem-solving. You will be integrally involved in both private and public cloud deployments of the Evertz hardware and software technology stack.

 Responsibilities:

• Respond and provide expert technical direction to customers regarding operational issues, firmware upgrades and general system maintenance.

• Regularly assess customer applications and troubleshoot/diagnose issues through research and/or issue replication to determine the root cause.

• Recommend solutions utilizing various levels of technical language appropriate to the customer in a timely, clear, and professional manner.

• Maintain a communication link between customer service and other Evertz departments by partnering to resolve customer issues and communicating status/progress to customers.

• Aid in design changes and interface with Evertz Product Management team regarding new “feature requests”.

• Support the development of communications tools by generating or authoring customer guides and providing detailed technical information to the technical writing group.

• Participate in on-call duty.

Skills and Abilities: 

• Previous experience in support roles is desirable

• Good communication and interpersonal skills 

• Experience with Databases (My SQL, Aurora)

• Experience with Linux (any flavour)

• Problem-solving attitude and ability to react to changing situations

• Ability to act effectively in high-pressure situations

• Dedicated to delivering excellent customer service

• Passionate about technology and eager to learn new software and hardware products

• Ability to multitask in a fast-paced environment

• Degree or diploma in IT, Electronics or Computer Electronics

Additional skills and experience that will be useful:

• Exposure to AI tools, including generative AI solutions, is considered an asset

• Python and JavaScript familiarity is preferred

• Enthusiastic about Computer hardware

• Media Asset Management or Playout (Linear and Non-Linear) system experience is a valuable asset

• Understanding of network technologies (DNS, DHCP, TCP/IP, Firewalls, Switches)

• Knowledge of cloud computing environments (AWS is preferred)

• Willingness to travel if required

Recruitment process is simple:

• Screening with recruiter (~45min)

• Technical interview with Hiring Manager and Enterprise Support Engineer (~100min)

Thank you for considering a career with Evertz!