Support Engineer Mumbai

JOB DESCRIPTION

Job Title: Support Engineer Playout

Department: Engineering

Reports To: Director of Engineering

Location: Mumbai, Maharashtra

Position Type: Full Time

COMPANY DESCRIPTION

BroadStream Solutions, Inc. specializes in flexible and scalable software backed solutions for integrated playout automation , production, live automated captioning, file-based captioning and caption encoding and subtitling software tools.

Our teams spans across 6 countries around the world, working together to provide our customers with the very best software solutions. Our main offices are located in England, America, Croatia, and India, with two remote offices in the Dominican Republic and Romania.

This diverse team is what helps to make our solutions and services excellent. It's also what helps our team to work with broadcasters in so many different countries and time zones with ease.

BroadStream Solutions helps broadcasters across the world to improve workflows and system reliability with dedicated redundancy options and industry-leading customer and technical support.

Broadstream Oasys is an Integrated Playout Automation Solution that utilizes modern software instead of purpose-built hardware to help organisation automating and streamlining operations by removing bottle necks, improving on air quality and ultimately helping organization to reduce overhead and manage their cost more efficiently,

BroadStream's AI-powered live captioning software is now fully integrated with Oasys Playout Automation , allowing users to seamlessly add real-time captions for improved accessibility and engagement.

With a focus on improving workflow efficiency, our solutions support various technologies and provide a seamless transition to future advancements, including cloud integration.

ROLE DESCRIPTION

This is a full-time on-site role as a Support Engineer at BroadStream Solutions,in Mumbai, India reporting to VP of Sales and Director of Engineering. The Support engineer will be responsible , to carry out systems configuration of all current company products in accordance with the project calendar and to provide professional and comprehensive first line support to Customers, Systems Integrators and Distributors in accordance with our high quality and support standards

Our ideal candidate must have at least 8 years of experience in the Media Technologies sector. The candidate must be willing to work from home. As a Support Engineer you will be responsible for ensuring uninterrupted continuous support of services to all our customers across region but not limited to SOUTH ASIA & MIDDLE EAST . You will be providing technical support and perform actions for support delivery. In addition, you will act as an interface between the day-to-day engineering function.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree (Engineering, Technology, Computer Science, etc.) or equivalent experience required

• Minimum 8-10-year experience in playout automation domain.

• Fluency in English both verbal and written, must know Hindi and any other language will be an asset.

DUTIES & RESPONSIBILITIES

· Provide e-mail and Telephone support

· Use remote access tools to work on customer systems

· Prepare Proof of Concept systems with investigation/resolution of any technical issues

· Accurate maintenance and update of all configuration and support records including CRM

· Carry out installation, configuration and/or training of company products either remotely or on customer premises

· Prepare a detailed on-site report document within 5 days of returning from any training, installation or configuration

· Follow the Continuous Improvement processes

· Provide maintenance of FAQs and support section to webmaster

· Assist with product testing as and when required

· Perform system health checks

· Complete Sales Engineering Solutions and validations for Sales requirement including RCQs, technical drawings, and quoting

· Preparation and set up of exhibition equipment, including full testing

· Understand the objectives and complete a complex compliance table

· Ability to demonstrate solutions at exhibitions and/or customer premises

· Analyze and identify potential sales opportunities and pass to Sales

· Process product for delivery to customer using product configuration procedures and within project calendar timescales

· Works closely with the Sales team to meet goals and delivery of quotes Complete Sales Engineering Solutions and validations for Sales requirements

· Create and implement detailed plans and reports for projects, liaising with customers and engineering team

· To undertake other duties as reasonably requested by senior management

KEY RESULT AREAS :

· Pro-actively provide technical support, both locally and remotely, including but not limited to; Playout Automation, Graphic & Subtitling.

· Resolution of on-air impacting and technical incidents that affect BSS support delivery.

· Raise and update incident tickets for on-air affecting and technical incidents through Service Management tooling.

· Collaborate with other engineers to resolve technical issues.

· Communicate shift reports internally and externally as per agreement with stakeholders

· Support the development and training of less experienced colleagues

· Perform regular, proactive maintenance tasks and system checks

· Maintain technical documentation to ensure it remains up to date

COMPETENCIES

· Thorough understanding of the fundamental principles of Broadcasting

· Thorough understanding of transmission/broadcast environment and broadcast automation systems

· Thorough understanding of all the processes and workflows within an operational broadcast environment

· Good understanding of DVB standards

· High IT literacy and proficient in MS Office suite

· Proven team player, who relishes being part of a global team

· Ability to organize, prioritize and handle multiple time-sensitive tasks in a demanding environment

· Willingness to work in a 24/7 shift schedule

· Must be willing to travel at short notice.

KNOWLEDGE and SKILLS

· Excellent communication skills in English language, demonstrates a high level of control over the English language. A confident writer and speaker.

· Expertise in Playout Automation

· Expertise in Graphics.

· Expertise in file-based workflow management.

· Expertise in Media Asset Management

· Expertise in Scheduling Systems

· Experience in working with transport stream and other stream delivery internet technologies.

· Builds positive working relationships with internal and external clients

· Sufficient understanding of current software products and to be trained on full line of Products

· Strong customer-facing skills (including telephone) with the ability to solve issues and escalate where appropriate

· Shows a high degree of attention to detail and has a problem-solving approach

· Acts in a professional manner

· Great organizational skills, can multi-task and manage time effectively

· Able to be flexible and work to tight deadlines

· Has the ability to work in a high-pressure environment

· Always has a positive attitude and works well in a team, contributing to the team effort and assisting colleagues

WORKING CONDITIONS AND JOB CHARACTERISTICS

· Work may be done in the office environment. This may change according to the needs of the job.

· Tasks are determined by the Job Description and the decisions made by the Senior Line Manager.

· Employees should show initiative when deciding what to do and should take into account a specific job's characteristics.

· Tasks may be performed independently and/or in co-operation with others.

· The job demands work in office hours and even non office hours.

How to Apply:

Interested candidates should submit their resume and a cover letter to . Please include "Support Engineer - Mumbai, India Application" in the subject line.