ABOUT AVID

Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.

To learn how Avid powers greater creators or for more information, visit www.avid.com.

JOB SUMMARY

Avid Technical Support is responsible for the provision of high quality technical and operational support for our software and solutions. Avid has a product range from low-end host based to high-end infrastructure solutions, including dedicated mixing surfaces, video editing, music production, post production, and broadcast news.

Working in association with our Technical Marketing and worldwide Support and Engineering/Testing Team, Resellers as well as Avid’s (international) Support, the individual will be responsible for ensuring consistency of support standards throughout the territory to assigned customer bases.

RESPONSIBILITIES AND DUTIES

• 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
• Provides best practice recommendations and guidance on new implementations and support optimization
• Provides direct access to Avid Engineering, Product Management, Professional Services, and subject matter experts
• Reviews weekly case backlog reports and provides prioritization to Avid on customers behalf
• Creates and manages support cases in Avid’s case management system as appropriate
• Provides input to Product Management teams related to customer requirements
• Reports and tracks bugs related to software and/or hardware at Avid customer sites
• Reproduces and logs bugs as required
• Engages additional specialized Avid resources such as Licensing support 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)
• Support and troubleshoot systems and application issues hosted in Cloud Platforms
• Utilize a broad range of skills with for multiple roles and responsibilities. 
• Work with Development and Operations teams to address any issues escalated to Cloud Platforms
• Work intimately with peers, other groups, and vendors to complete projects and maintain the environment
• Manage the transition of technology initiatives from inception to production status
• Management of operations including documentation, transitional technical support, systems analysis, IT training and operational support of implemented technologies
• Communicate technical information to non-technical personnel effectively
• Create up to date utilization reports for monitoring the various environments 

SKILLS

• You have experience in providing high end technical support to complex technology solutions.
• 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.

QUALIFICATIONS

• BA (Hons) or BSc in relevant degree such as Media, Electronics, Computing, or relevant field.

• A minimum of three years of relevant experience, providing high end technical support to complex technology solutions.

• Knowledge about network architecture, IT and troubleshooting required.
• Linux-based operating systems administration with focus on security, automation, tuning, optimization, and standardization of new and deployed applications.
• General knowledge of cloud concepts and architecture, serverless machines, containers, etc. is highly desirable but not required.
• Exposure to or some experience with the following: HTML, CSS, MYSQL highly desirable
• Diagram and Document all changes made throughout change and configuration process
• Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, Asset Management, post-production workflows, terminology, and equipment a plus
• Knowledge of Virtualization Architecture and troubleshooting is a plus.
• Fluency in English; second language is a plus

Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!