Video Field Support Engineer
About the Job
Provide product delivery of combined software and hardware solutions sold through direct and channel sales. Work with Regional Sales Engineering Team and Project Delivery Manager to gather the necessary information of the sale so delivery execution can be performed in the most professional and efficient manner. Work with the Product Validation / Manufacturing team to ensure all project required features have been validated. Emphases on customer expectations and requirements are crucial to a successful execution. Assist in coordinating project schedules, 3rd party vendor support, 3rd party procurements, etc.
Provide 24x7 support on combined software and hardware products. Work closely with internal engineering staff for FPD product escalation, new product feature/functionality, update releases for bug fixes and continued knowledge transfer. Work with 3rd party vendors for external escalation issues and product updates for bug fixes, driver updates, etc. One key contributing factor to the companies overall success has been considered having one of the highest support levels in the industry. Team effort is essential in order to continue building a sound support organization.
KEY RESPONSIBILITIES:
· Work customer specific projects, from Delivery plan through installation and acceptance
· Interface with customer’s technical team as required on project installation / preparation, meetings, specifications, acceptance criteria and sign-off forms.
· Understand customer expectations and execute under that arraignment.
· Interface with FPDI’s development group to identify means of installing and configuring of newly committed functionality to meet customer requirements.
· Install or assist in all third party FPDI resold hardware and software installations through staging and acceptance.
· Work with and support the solution’s broadcast partners to ensure a smooth integration of FPDI deliverables in the operational workflow.
· On site hardware and software set-up and integration into customers’ broadcast environment.
· Define, perform testing and obtain customer approval for all acceptance tests.
· Identify and install work-a-rounds to support customer productivities.
· On-site/hands-on customer training for trouble shooting and operation of the FPDI system if required.
· Report to development any bugs or product malfunctions or anomalies.
· Individual participation in 24x7 support schedule assignments
· Act as the liaison between customers and internal engineering group for all issues.
· Act as the liaison between customer and 3rd party vendors for all products resold by FPD
· Provide level 1 / 2 and on occasion level 3 support
· Manage Case Ticket system for all tracking and reporting
· Provide product upgrades as required
· Assist 3rd party partners with lab systems and overall product knowledge
· Demo system delivery and support for customers, trade shows, partners, etc.
EDUCATION AND EXPERIENCE REQUIREMENTS:
· B.S. in Engineering
· Five Years or more experience in the following areas:
· Experience and understanding Broadcast environments
o Video servers
o Editing systems
o Automation systems
o News Applications
o Operation workflows
o File Based workflows and designs
o Overall understanding of file based workloads to determine bottleneck areas
· Knowledge and experience of VTR video format types i.e.
o U-matic
o Betacam, SP, Digibeta, 1 inch, Quad, DV-cam, VHS, etc.
o D1
o D2
· Knowledge and experience of Broadcast Robotic libraries i.e.
o Sony LMS and Flexicart
o Panasonic
o Odetics
· Knowledge and experience of digital video formats and trans-coding.
· OS installation and setup (Windows) o Install and setup File systems for Windows
o Administration and tuning for Windows
o Create and execute Shell scripts, etc.
· Complete understanding of LAN setup and configurations on Windows
· Oracle database installation and administration
· Basic knowledge in Storage systems, back-up and data migration solutions based on disk and digital tape libraries
o StorageTek, Sony, Adic, IBM, Spectralogic, etc.
o EMC, Nexsan, Isilon, SUN, etc.
· Understanding of installing Java (setup JRE), C/C++, DLLs, applications on Windows
· Basic knowledge in Storage Area Networks (SAN), Network Attached Storage (NAS) – installation, operating and trouble shooting.
· Network skills (TCP/IP and SMB protocols, routing).
o Setup IP networks, 10/100/1000 based networks, etc.
o Setup and configure Routers, Bridges, Hubs, etc.
· Basic knowledge in installing and setup of SCSI and Fibre devices on Windows and Solaris platforms
· Basic understanding in FC switch setup and configuration
· Customer facing and communications skills.
· Strong practical skills in technical project planning, tracking and quality assurance.
WORKING CONDITIONS:
~50-70% Frequent travels in North and South America
_______________________________________________________________
Customer Engineer, Delivery & Support
About the Job
Provide product delivery of combined software and hardware solutions sold through direct and channel sales. Work with Regional Sales Engineering Team and Project Delivery Manager to gather the necessary information of the sale so delivery execution can be performed in the most professional and efficient manner. Work with the Product Validation / Manufacturing team to ensure all project required features have been validated. Emphases on customer expectations and requirements are crucial to a successful execution. Assist in coordinating project schedules, 3rd party vendor support, 3rd party procurements, etc.
Provide 24x7 support on combined software and hardware products. Work closely with internal engineering staff for FPD product escalation, new product feature/functionality, update releases for bug fixes and continued knowledge transfer. Work with 3rd party vendors for external escalation issues and product updates for bug fixes, driver updates, etc. One key contributing factor to the companies overall success has been considered having one of the highest support levels in the industry. Team effort is essential in order to continue building a sound support organization.
KEY RESPONSIBILITIES:
· Work customer specific projects, from Delivery plan through installation and acceptanceutilizing cross functional teams to produce customer satisfaction.
· Interface with customer’s technical team as required on project installation / preparation, meetings, specifications, acceptance criteria and sign-off forms.
· Understand customer expectations and execute under that arraignment.
· Interface with FPDI’s development group to identify means of installing and configuring of newly committed functionality to meet customer requirements.
· Install or assist in all third parties FPDI resold hardware and software installations through staging and acceptance.
· Work with and support the solution’s broadcast partners to ensure a smooth integration of FPDI deliverables in the operational workflow.
· On site hardware and software set-up and integration into customers’ broadcastenvironment.
· Define, perform testing and obtain customer approval for all acceptance tests.
· Identify and install work-a-rounds to support customer productivities.
· On-site/hands-on customer training for trouble shooting and operation of the FPDI system if required.
· Report to Development any bugs or product malfunctions or anomalies.
· Individual participation in 24x7 support schedule assignments
· Act as the liaison between customers and internal engineering group for all issues.
· Act as the liaison between customer and 3rd. party vendors for all products resold by FPD
· Provide level 1 / 2 and on occasion level 3 support
· Manage Case Ticket system for all tracking and reporting
· Provide product upgrades as required
· Assist 3rd, party partners with lab systems and overall product knowledge
· Demo system delivery and support for customers, tradeshows, partners, etc.
EDUCATION AND EXPERIENCE REQUIREMENTS:
· B.S. in Engineering or Computer Science (M.S. preferred)
· Five Years or more experience in the following areas:
· OS installation and setup (Windows and Solaris)
· Install and setup File systems for Windows and Solaris
· Administration and tuning (Unix Solaris and Windows)
· Create and execute Shell scripts, etc.
· Complete understanding of LAN setup and configurations on Windows and Solaris
· Oracle database installation and administration.
· Storage systems, back-up and data migration solutions based on disk and digital tape libraries:
· StorageTek, Sony, Adic, IBM, Spectralogic, etc.
· EMC, Nexsan, Isilon, SUN, etc.
· Experience of installing Java (setup JRE), C/C++, DLLs, applications on Windows and Solaris
· Expertise in Storage Area Networks (SAN), Network Attached Storage (NAS) installation, operating and trouble shooting.
· Network skills (TCP/IP and SMB protocols, routing).
· Setup IP networks, 10/100/1000 based networks, etc.
· Setup and configure Routers, Bridges, Hubs, etc.
· Experience in installing and setup of SCSI and Fibre devices on Windows and Solaris platforms
· Experience in FC switch setup and configuration
· Experience and understanding Broadcast environments
· Video servers
· Editing systems
· Automation systems
· News Applications
· Operation workflows
· File Based workflows and designs
· Overall understanding of file based workloads to determine bottleneck areas
· Knowledge of VTR video formats
· Knowledge of digital video formats and trans-coding.
· Robotic video tape machines.
· Customer facing and communications skills.
· Ability to manage cross-functional teams of internal and external resources.
· Strong practical skills in technical project planning, tracking and quality assurance.
WORKING CONDITIONS:
~60-80% Frequent travels in North and South America
LANGUAGE SKILLS:
English / Spanish and/or Portuguese is a plus
_______________________________________________________________
Customer Support Manager - Video/Broadcast
About the Job
Front Porch Digital is currently seeking a Customer Service Manager to play an active role for the Delivery and Support of our industry leading content storage management and related products.
The role requires a candidate with management capabilities, technical background heavily orientated in Media Broadcast / IT knowledge and experience on systems and products along with industry experience. The individual would report directly to the VP Customer Service and would require excellent verbal and written communication skills that are necessary for the day to day management and operation responsibilities.
Working along with our Sales, Customer engineering, Customer service and Engineering groups, the candidate will be responsible for the overall department management which includes, project solution reviews, product procurement, project delivery, support scheduling, finance reporting, assistance in performing weekly team meetings, and act as the focal point of contact between customers and 3rd party partners. Emphases on customer satisfaction and detailing proper expectations both internal and external are crucial to the success for the Customer Service group and Front Porch Digital as a company.
KEY RESPONSIBILITIES:
· Manage the day to day operations of the delivery and 24x7 support operations of the customer service group
· Oversee customer specific projects, reviewing of project solutions and seeing completion from Delivery through installation and acceptance utilizing cross functional teams to produce customer satisfaction.
· Work in conjunction with the FPD Project Manager on successful project hand-off between Sales / Customer engineering and the Customer as required on project installation / preparation, meetings, specifications, acceptance criteria and sign-off.
· Provide procurement with necessary details of all 3rd party Hardware and Software products in order for proper deployment of projects.
· Interface with FPDI’s development/engineering group to identify means of installing and configuring of newly committed functionality to meet customer requirements. Tracking of LOE’s and any other new product enhancement/capabilities required for the project.
· Ensure Support has the necessary tools and resources to provide the highest level of service regarding response times and times to repair.
· Act as the liaison between Customers and Customer service on all issues requiring management attention.
· Develop proper relationships with all 3rd. party partners / vendors as required for the success of FPD business.
· Assist with developing new hire training programs as required.
· Assist in developing new training programs for customers and partners as required
· Assist with minor deliveries and support where required
· Assist team with troubleshooting tactics where applicable, help reduce rat hole syndrome
· Ensure proper and fare 24x7 support schedule assignments
· Provide and schedule resources to assist 3rd, party partners with lab systems and overall product knowledge and technical assistance
· Coordinate and work with the team on demo system delivery and support for customers, trade shoes, partners, etc.
EDUCATION AND EXPERIENCE REQUIREMENTS:
· B.S. in Engineering or Computer Science (M.S. preferred)
· Excellent oral and written communication skills
· Five Years or more experience in the following areas:
· Experience and understanding Broadcast environments
o Video servers
o Editing systems
o Automation systems
o News Applications
o Operation workflows
o File Based workflows and designs
o Overall understanding of file based workloads to determine bottleneck areas
· Knowledge and experience of VTR video format types i.e.
o U-matic
o Betacam, SP, Digibeta, 1 inch, Quad, DV-cam, VHS, etc.
o D1
o D2
· Knowledge and experience of Broadcast Robotic libraries i.e.
o Sony LMS and Flexicart
o Panasonic
o Odetics
· Knowledge and experience of digital video formats and trans-coding.
· OS installation and setup (Windows) o Install and setup File systems for Windows
o Administration and tuning for Windows
o Create and execute Shell scripts, etc.
· Complete understanding of LAN setup and configurations on Windows
· Oracle database installation and administration
· Basic knowledge in Storage systems, back-up and data migration solutions based on disk and digital tape libraries
o StorageTek, Sony, Adic, IBM, Spectralogic, etc.
o EMC, Nexsan, Isilon, SUN, etc.
· Understanding of installing Java (setup JRE), C/C++, DLLs, applications on Windows
· Basic knowledge in Storage Area Networks (SAN), Network Attached Storage (NAS) – installation, operating and trouble shooting.
· Network skills (TCP/IP and SMB protocols, routing).
o Setup IP networks, 10/100/1000 based networks, etc.
o Setup and configure Routers, Bridges, Hubs, etc.
· Basic knowledge in installing and setup of SCSI and Fibre devices on Windows and Solaris platforms
· Basic understanding in FC switch setup and configuration
· Customer facing and communications skills.
· Strong practical skills in technical project planning, tracking and quality assurance.
WORKING CONDITIONS:
~Some travels in North and South America
LANGUAGE SKILLS:
English, (Spanish a bonus)
