Service & Support Engineer - Sydney (m/f/d)
Core
Manage customer support cases, troubleshoot complex hardware/software/networking issues, and provide commissioning/training for live production audio/video/IT solutions in media, sports, and entertainment.
Role type
Senior IC Service & Support Engineer
Builds
Reliable Riedel live production tools for media, sports, and entertainment industries
Domain
Media & Entertainment / Live Production / Networking
Deliverable
client delivery
Required skills
Troubleshooting complex hardware/software/networking issues, Commissioning and training customers, Managing customer support cases via ticketing systems, Coordinating hardware repair and replacement, Collaborating with Sales/Pre-Sales/R&D, Supporting trade shows and demonstrations
Preferred skills
Experience with Salesforce/Jira/Confluence, Knowledge of Asian languages (Mandarin, Japanese, Korean)
Technologies
IP networking, Audio, Video, Transport standards, Salesforce, Jira, Confluence
Responsibilities
Manage customer support cases from engagement to resolution, Provide first- and second-line technical support via ticketing/remote/phone/on-site, Investigate and troubleshoot complex system integration issues, Deliver commissioning and technical consultancy, Coordinate regional hardware repair and replacement, Support regional trade shows and proof-of-concept activities
Seniority
Mid-level, hands-on IC
