Posted today · be early
Technical Support Engineer
Avid
IndiaremotePosted today
Skill Required
Technical-Support-EngineerSupport-EngineerTechnical-Support-SpecialistCustomer-Support-EngineerIT-Support-SpecialistService-Support-EngineerProduct-Support-EngineerTechnical-Customer-Service-EngineerTechnical LeadTechnical Support EngineertroubleshootingEngineeringR ProgrammingwrittenTestNGLinuxCloudandFulltime
Key highlights
- Remote night shift position (100% home office) aligned to EST time zone
- Expert knowledge of Avid solutions and post-production workflows required
- Global 24x7x365 support team environment
- BA (Hons) or BSc in Media, Electronics or Computing required
- Excellent English communication skills required
- Avid Customer Care supports feature films, television, news, and broadcast industries
Role overview
Avid Customer Care is seeking a remote, night-shift technical support professional to provide high-quality support for Avid's software and solutions across post-production and video production workflows. The role involves working within a global 24x7x365 support team, engaging with internal teams and resellers, and ensuring consistent support standards for customers including feature film, television, news, and broadcast professionals. This position is fully remote with 100% home office and requires alignment to the EST time zone.
Responsibilities
- 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
- Creates and manages support cases in Avid's case management system as appropriate
- Reproduces and logs bugs as required
- Engages additional specialized Avid resources when needed
- Follows up on customer issues with appropriate Avid internal groups
- Liaisons with appropriate Avid management on a periodic basis to ensure visibility
- Adheres to Avid's relevant contractual SLAs (Service Level Agreements)
Requirements
- BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing
- Expert knowledge of Avid solutions
- Expert knowledge of post-production workflows
- Existing knowledge/user experience with Avid's Video Editing systems, Cloud solutions, Storage, and asset management
- Knowledge of post-production workflows, terminology, and equipment
- Knowledge about network architecture and troubleshooting
- Excellent English verbal and written communication skills
- Experience in the Media Industry (Production and Post-Production)
- Mature technology professional with exemplary judgment and business acumen
Nice to have
- Knowledge of Linux shell and computer programming
- Second language
- Broadcasting experience
Additional details
- Please note this role is to be performed remotely (100% home office) as a night shift, to ensure alignment to EST time zone.
- Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
- Originally posted on Himalayas
