Senior Technical Support Engineer

Editshare ,
Basingstoke, Hampshire
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Position Title: Senior Technical Support Engineer Position Location: Basingstoke (UK) Why We Exist and What We Do EditShare exists to simplify storytelling. We enable media professionals to collaborate on projects thanks to our ever-expanding range of innovative products and features, all designed to improve production and unleash creativity. Integration and collaboration are central to all products in our comprehensive range of media management solutions - from ingest to archive. As our customer portfolio expands, coupled with our move towards cloud-based solutions, we are in the process of building a best in class regional and global Service Assurance organisation to drive high-quality project construct, installation and commissioning capabilities tightly coupled with support governance across our business. Why We Need You Working as part of a regional team and global family, you will provide technical support services to our external customers either in the field or remotely whilst liaising internally with our pre-sales, product and engineering teams. You will exemplify what a best in class Senior Technical Support Engineer is as part of our support team and will provide technical leadership for internal and external users of EditShare's product range. You will demonstrate good command of Linux & Windows based software applications operating on our hardware-based products and help our clients manage complete and reliable media production workflows while working with our sales and engineering teams to understand the crucial details of each client's needs and implement solutions for those needs. Problems You'll Solve In this role your main responsibilities will be as follows: * Provide direct 1st, 2nd and 3rd line support to our customers in the field, via phone or ticketing system. * Ability to triage and work on incoming issues to bring them to quick resolution per our SLA utilizing strong troubleshooting skills. * Work with all Tiers of support to triage issues, file and update bug reports and come up with solutions. * Assist with training and documentation for our internal staff and external customers. * Experienced in managing Linux servers in a system admin, DevOps or similar capacity. * Experienced with media production environments such as television, film or post-production. * Excellent customer service skills via phone and email, as well as oral and written communication skills. * Ability to travel, work afterhours and be part of an afterhours (on-call) rotation. * Experience doing onsite installations, deployment of new equipment and end user training. * Ability to communicate critical issues to the development team, work with the development team and produce customer-ready solutions. * Document actions in tickets to effectively communicate information internally and to customers. * Work closely with Engineering and Product Management to implement enhancements. * Both cloud-based and hardware server management, including virtualization and containerization. * DB servers such as MySQL or PostgreSQL. * Hardware and Software RAID storage. * Video production workflows, including video editors (NLE software such as Adobe Premiere, Avid Media Composer, Final Cut Pro X, Lightworks, etc.), cameras, file formats and codecs, broadcast technology, etc. * Network Management, including switches, routers, TCP/IP configuration and troubleshooting and managing common network services. What We're Looking For Experience working in a project installation and support environment as part of a local and global Service Assurance organisation. * Hardware and Software RAID storage. * Video production workflows, including video editors (NLE software such as Adobe Premiere, Avid Media Composer, Final Cut Pro X, Lightworks, etc.), cameras, file formats & codecs, broadcast technology, etc. * Network Management, including switches, routers, TCP/IP configuration and troubleshooting and managing common network services. * Programming using scripting languages such as Python, Perl, SQL, Bash, Git, as well as any experience working with agile software development methodology. * DB servers such as MySQL or PostgreSQL. * Active Directory and LDAP administration. * LTO tape archive technology. * Both cloud-based and hardware server management, including virtualization and containerization. * Ability to independently manage and resolve multiple customer issues whilst understanding when to engage other resources for help. * Experience doing onsite installations, deployment of new equipment and end user training. How We Work At EditShare, our culture is driven by a shared respect for our customers, our people and our products. We are passionate about our Core Values and believe they empower us to innovate and solve complex problems. We expect all employees to own culture and live by the values. Customer Empathy: We listen first. We believe this allows us to understand the context of the story and respond rapidly with innovative soluti

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