Senior Support Engineer

RESPONSIBILITIES:

  • Support Evolution Digital’s customers with on call, onsite and remote assistance.  This includes support of the whole end-to-end system; from infrastructure to customer premise equipment.
  • Interface with Evolution Digital engineering team to recreate field issues and drive to resolution.
  • Communicate escalation of customer requests to Engineering and/or Deployment teams when expressed by supported customer and requiring greater then Support tier 2 level feedback.
  • Participate or own in the creation of customer-facing documentation including but not limited to user guides, FAQs, manuals, release notes, tech bulletins and product requirements.
  • Train customers supported when installing or repairing on-site.
  • Provide recommendations of new technologies or products that would benefit Evolution’s products or solutions.
  • Provide technical sales and demo support as needed.

EDUCATION:

  • Preferably a Bachelor’s Degree in an Engineering/Information Technology related field from an ABET accredited university.

EXPERIENCE & SKILLS:

  • Required minimum 5 years experience in the cable, telecom, or IT industries serving as a system, support, or product engineer.
  • Experience operating, maintaining and troubleshooting complex SW solutions required.
  • Experience using custom tools for troubleshooting, with ability to enhance or grow tools to solve complex SW related problems.
  • Experience with IP Video delivery systems desired.
  • Experience with operating, maintaining, troubleshooting BSS and OSS systems highly desirable.
  • Previous experiences should include customer facing responsibilities: support, installation, and troubleshooting.
  • Working knowledge of IP protocols including TCP/IP, RTSP, UDP, Multicast traffic, Unicast traffic, etc
  • Proficient use of Microsoft office tools or equivalent.
  • Strong interpersonal and written communication skills.
  • Works well within a team environment

LOCATION:

  • This position is based at Evolution’s engineering facility and headquarters in Centennial, CO and involves a likely opportunity of travel.

TRAVEL:

  • Travel may occur up to 50% (domestically and internationally), typically ~1-2 weeks’ notice.

To apply for this job please send your resume to: jobs@evolutiondigital.com

Location: Evolution Digital Headquarters
7347 S. Revere Parkway, Building A
Centennial, CO USA 80112
Type:  Salaried, Full-time
Post Date:  March 30, 2017