Tier 2 Technical Support – evTOC

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 dutiesProviding remote support to major Evertz customers across various time zonesSolving problems by replicating user workflows and identifying effective solutionsDocumenting departmental and technical procedures What you will learn:How to act as a bridge between customers and our product development teamsHow to serve as an expert-level specialist on highly complex technical issuesHow to collaborate across multiple teams (engineering, QA, product) in a fast-paced, multinational environmentHow to troubleshoot real-world scenarios involving software, network, and system-level issuesHow to maintain customer satisfaction while handling escalations and technical challengesResponsibilities: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 rolesDetail-oriented with strong analytical and problem-solving skillsGood communication and interpersonal skillsExperience with Linux (any flavour)Problem-solving attitude and ability to react to changing situationsAbility to act effectively in high-pressure situationsDedicated to delivering excellent customer servicePassionate about technology and eager to learn new software and hardware productsAbility to multitask in a fast-paced environmentCollege diploma in computer science, engineering, networking, or a related fieldWillingness to travel to customer sites as needed– typically up to 10% per yearOpenness to attend internal training at our HQ in CanadaAdditional qualifications:Python and JavaScript familiarity is preferredEnthusiastic about Computer hardwareUnderstanding of network technologies (DNS, DHCP, TCP/IP, Firewalls, Switches)Willingness to learn and work with the most advanced solutions in the broadcast industryRecruitment process is simple:Screening with recruiter (45 min)Technical interview with Hiring Manager and Technical Lead (60 min) About Us:Evertz Microsystems (TSX:ET) is a leading global manufacturer of broadcast equipment and solutions that deliver content to television sets, on-demand services, WebTV, IPTV, and mobile devices (like phones and tablets). Evertz has expertise in delivering complete end-to-end broadcast solutions for all aspects of broadcast production including content creation, content distribution and content delivery.Considered as an innovator by their customers, Evertz delivers cutting edge solutions that are unmatched in the industry in both hardware and software. Evertz delivers products and solutions that can be found in major broadcast facilities on every continent. Evertz’ customer base also includes telcos, satellite, cable TV, and IPTV providers.We work in agile, low-bureaucracy, cross-functional teams spread across the world. It’s a highly creative work environment where the team is built on trust and is relaxed, open and welcoming to all. Evertz has engineering offices in Canada, England, Scotland, India, and now it's time for Poland!Please note, this email address will only respond to requests regarding privacy concerns. This inbox will not respond to job applications, resumes, or questions regarding an application. When you apply to a job on this site, the personal data contained in your application