Service: Sr. Technical Support Engineer

Apply Now
Company: Harmonic
Location San Jose, CA
Date Posted: August 18, 2015
Source: Harmonic
Position Description
• Work as a member of the 24x7 Technical Assistance Center supporting our global customers.
• Provide telephone and email support assisting customers with resolving complex hardware and software problems.
• Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
• Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
• Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution. Be courteous and professional.
• Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.
• Authorizes product returns (RMA’s) through established company policy and guidelines.

Skills and Experience
As an individual in this position, you must have the ability to communicate effectively, both written and oral with the ability to converse with Customers, Engineering, Management and other Support team members at a technical level. You must be self motivated and organized with the ability to manage multiple customer cases and respond in a professional, timely manor. You must be able to prepare detailed technical and operational documentation covering, product issues, customer case information, product stability and serviceability recommendations as well as process and procedural changes. Your ability to work with customers under a variety of circumstances and pressures, yet understand and meet customer expectations is fundamental. The candidate must have the following:
• Demonstrated ability to take initiative in identifying and successfully resolving technical problems at customer sites via phone, email and remote access.
• Content delivery systems over Satellite, Cable, and IPTV and or content Transcoding, production, storage and file base workflows.
• Working knowledge and experience with the following technologies is required:
o Networking - Ethernet, routers, switches, hubs, TCP/IP, CIFS, and NFS.
o Operating system – Linux & Unix, with Windows Active Directory.
o Audio/video compression formats - MPEG-2/MPEG-4 H.264/AVC a plus /DVB.
o Storage - NAS, SAN, Fiber Channel, RAID groups, and volumes.

A working knowledge and/or experience with some of the following technologies are a major plus:
• Digital video system solutions (DBS, Cable, Telco, Terrestrial, Mobile, Wireless, etc.)
• Real Time Encoders, Multiplexers, and EdgeQAM.
• Digital video manipulation techniques such as Rate Shaping, Transcoding and Digital Program Insertion (DPI) are pluses.
• CAS – Conditional Access Systems.
• Edit Suites (Apple FCP, Avid Digital Suites).
• Automation Systems (Sundance, Harris, Omnibus).
• Video Servers (Omneon, Grass Valley, Leitch, Pinnacle)

Requires an AS degree or equivalent with a minimum of 3(+) years of technical support experience in high-technology companies, preferably within the Network, Storage and or Digital Video/Broadcast industries.

Other jobs you might like

  • Desktop Systems Engineer I (packaging) (34626)

    Stanford Health Care

    - Palo Alto, CA

    Job Description Job Summary This paragraph summarizes the general nature, level and purpose of the job. The Desktop Systems Engineer is responsible for the ...

    6 days ago from Stanford Health Care
  • Mac Help Desk Support Specialist II

    Big Fish Games

    - Fremont, CA

    Job ID: R-CT Location: Oakland, CA Post Date: 11/11/2015 Category: Corporate IT Our IT Team is currently seeking a Mac Help Desk Specialist who will be responsible for ...

    19 days ago from Big Fish Games
  • Customer Support Specialist Join an Industry Leader!

    Groupware Technology

    - Campbell, CA

    The Team Leader position in the KW Model is a demanding position. They are in effect the CEO of the Market Center. We are looking for a people-focused, synergistic, ...

    17 days ago from Groupware Technology
  • Network Support Technician

    Wave Broadband

    - Mountain View, CA

    Reports To: NOC Supervisor Type of Position: Full-time, non-exempt Salary: DOE Posting Period: Until Filled Purpose of Position: Initiate, update and track trouble tickets. ...

    30+ days ago from Wave Broadband
  • Technical Support Analyst

    IXL Learning

    - San Mateo, CA

    We are looking for an upbeat, customer-focused, and analytical individual to join our technical support team. In this role, you will use your communication skills to effectively ...

    7 days ago from IXL Learning
  • Senior Technical Support Engineer


    Mainz Brady Group

    - San Mateo, CA

    Our exciting client in San Mateo is looking for a Full Time Senior Technical Support Engineer. As a member of the support Tier 3 Escalations team, you will be troubleshooting ...

    1 day ago from Dice
  • Customer Technical Support Engineer

    Cameron Craig Group

    - San Mateo, CA

    Customer Technical Support Engineer Location: San Mateo CA Great opportunity to work on complex, enterprise-grade, high quality products that offer a breakthrough data ...

    11 days ago from Cameron Craig Group
  • Product Support Engineer


    - Sunnyvale, CA

    Product Support Engineer If you are a Product Support Engineer with experience, please email me at (Word format & salary expectation ...

    7 days ago from Cybercoders
  • Calibre Product Line Support Manager

    Mentor Graphics

    - Fremont, CA

    Company: Mentor Graphics Job Title: Calibre Product Line Support Manager - 4220 Job Location: US – CA - Fremont Job Category: Customer Support Note: Position can be ...

    14 days ago from Mentor Graphics
  • Assistive Tech Specialist Job - Full Time

    ProCare Therapy

    - Fremont, CA

    Assistive technology specialists is needed to work with students who have various disabilities (autism, blindness, deafness, etc) to help modify classroom curriculum with ...

    30+ days ago from Procare Therapy

Show Me More