Customer Support Engineer - Americas

Location: South San Francisco, CA

The successful candidate will take responsibility for handling first level support initially and rapidly the second level of support. As an experienced engineer, the candidate will respond to the hot line, work with customers or partners, register the incidents according the Envivio process and ensure that the incidents are solved in the most efficient way. The resolution of customer requests will privilege direct feedback; for more involved questions, the candidate will investigate the cause of the problem, will reproduce the problem to the extent possible, and will present all technical information to the second level or third-level of support. To increase support effectiveness with large accounts, the candidate will serve as a technical account manager and will anticipate customers’ needs.

In his/her duties, the successful candidate will be evaluated on customer satisfaction and on the innovative actions that will be put in place in the incident life cycle process. As a first hand witness of customers’ experience, the feedback that s/he will bring to product enhancements will represent one very critical activity; the candidate should synthesize and communicate in writing and through oral presentation the precise areas of the product that are causing the most frequent requests.

The successful candidate is a self starter, working under minimal guidance and is quick in identifying and prioritizing the level of the customer requests. S/he takes advantage of the existing database of incidents, is a rapid learner of the technical documents available on the company Intranet, and is used to dealing with complex environments. S/he will rapidly become an expert of the Envivio products.

The successful candidate will be accustomed to working with the sales, QA and engineering teams.

Requirements

• BS in computer science or electrical engineering
• A minimum of 3 years of relevant industry experience
• Knowledgeable in major technical disciplines necessary for the end-to-end system design, analysis, integration, and testing of various digital video broadcast and delivery systems in the North American Market
• Deep understanding of MPEG-2, MPEG-4 H.264/AVC compression and streaming video technologies
• Knowledgeable in Windows System Administration
• Very familiar with IP network switching and routing protocols 
• Understanding of Internet protocols such as FTP, MFTP, HTTP (XML, HTML), and SSH
• Familiar with IPTV set-top boxes
• Able to work under pressure
• Exceptional communication skills
• Experience in a multicultural environment is a plus