Technical Support Engineer I
Avid Technology
- Manila City, Metro Manila
- Permanent
- Full-time
- Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production
- Work within a global support team covering 24x7x365 operations
- Able to write effective handoff from shift-to-shift for support issues
- Provides proactive patch/upgrade planning including version compatibility
- Creates and manages support cases in Avid’s case management system as appropriate
- Reproduces and logs bugs as required
- Engages additional specialized Avid resources when needed
- Follows up on customer issues with appropriate Avid internal groups
- Liaises with appropriate Avid management on a periodic basis to ensure visibility
- Adheres to Avid’s relevant contractual SLAs (Service Level Agreements)
- You have a passion for Avid technology and expert knowledge of Avid solutions.
- You have expert knowledge of post-production workflows.
- You have experience in the Media Industry (Production and Post-Production)
- You are a mature technology professional with exemplary judgment and business acumen.
- You will own customer issues, from start to finish.
- You are a keen problem solver, excelling at figuring out logic puzzles with a unique ability to think on your feet.
- You are self-starter who is comfortable with taking the initiative.
- Sometimes you will not know the right answer, but you are the kind of person who is always up for the challenge.
- You will rely on your resources and your team and quickly research a response.
- BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing
- Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, and asset management preferred
- Knowledge of post-production workflows, terminology, and equipment a plus
- Broadcasting experience a plus, but not a requirement
- Knowledge about network architecture and troubleshooting required
- Knowledge about Linux shell and computer programming is a plus.
- Excellent English verbal and written communication skills required; second language is a plus