Broadcast Systems Support Engineer

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

We’re looking for a technically skilled, service-oriented professional who strives for continuous self-improvement, with a natural curiosity and the ability to learn independently. The ideal candidate brings a positive, can-do attitude, builds strong relationships with both customers and team members, and is motivated to grow within the broadcast technology space. They take ownership of issues, proactively seek solutions.

Important note: 
The role is currently remote. To support the position, we are in the process of setting up an on-site lab to ensure direct access to our solutions. A transition to a hybrid working model is planned in the longer term; however, this change will take time and is expected to occur no sooner than 1–2 years.
 What does it take to be a Broadcast Support Engineer:
• Contributing to a mission-critical 24/7/365 environment, with potential for off-hours shifts and on-call duties
• Providing remote support to major Evertz customers across various time zones
• Solving problems by replicating user workflows and identifying effective solutions
• Documenting departmental and technical procedures 

What you will learn:
• How to act as a bridge between customers and our product development teams
• How to serve as an expert-level specialist on highly complex technical issues
• How to collaborate across multiple teams (engineering, QA, product) in a fast-paced, multinational environment
• How to troubleshoot real-world scenarios involving software, network, and system-level issues
• How to maintain customer satisfaction while handling escalations and technical challenges

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.
• Developing and setting up tools by generating or authoring customer guides and providing detailed technical information to the technical writing group.
• Participate in on-call duty.

Requirements:
To join our growing evTOC team you’ll need the following to make our team better:   
• At least 2 years of experience in technical or customer support roles
• Detail-oriented with strong analytical and problem-solving skills
• Good communication and interpersonal skills
• 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
• College diploma in computer science, engineering, networking, or a related field
• Willingness to travel to customer sites as needed– typically up to 10% per year
• Openness to attend internal training at our HQ in Canada 

Additional qualifications:
• Python and JavaScript familiarity is preferred
• Enthusiastic about Computer hardware
• Understanding of network technologies (DNS, DHCP, TCP/IP, Firewalls, Switches)
• Willingness to learn and work with the most advanced solutions in the broadcast industry

Recruitment process is simple:
• Screening with recruiter (45 min)
• Technical interview with 2 Senior Engineers (60 min)