Technical Support Engineer

Proficiency in Spanish (written and verbal) is mandatory.

JOB PURPOSE :

The Technical Support Engineer will combine technical expertise with a customer-focused approach to ensure an outstanding post-sale customer experience, from onboarding through to day-to-day usage and product support. By providing hands-on guidance and proactive support, the CSE helps customers maximize the value of their investment in Haivision’s broadcast solutions.

This role requires strong expertise in networking, video distribution technologies, video streaming protocols, and broadcast video workflows.

Additionally, the CSE will be expected to work evening and / or night shifts and to travel periodically to customer locations to assist with onboarding and provide onsite support for key customer deployments or events. The role also includes participation in a 24 / 7 or weekend on-call rotation to ensure seamless support coverage.

DUTIES AND RESPONSIBILITIES :

Customer Onboarding & Commissioning

• Act as the technical lead for commissioning Haivision’s broadcast video solutions :
• Configure, commission, and troubleshoot both on-site and remote.
• Assist project managers with the development of project timelines and scope of work documentation.
• Develop and maintain technical documentation related to the Haivision solution being deployed.
• Create daily reports of project progress, maintain, and update project records within project management tracking applications.
• Develop training materials and deliver technical training to partners and end-users both on-site and remote.
• Assist with pre-sale engineering review of large projects.
• Provide support for strategic customer POCs.

Technical Support & Troubleshooting

Customer Enablement & Solution Optimization

Onsite & On-Call Support

Collaboration & Continuous Improvement

Required Qualifications & Skills

Technical Expertise

Soft Skills & Work Requirements

ABOUT HAIVISION :

Haivision Systems Inc. (“Haivision”) (TSX : HAI), a leading global provider of mission-critical, real-time video networking and visual collaboration solutions.

Haivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Our connected cloud and intelligent edge technologies enable organizations globally to engage audiences, enhance collaboration, and support decision making. We provide high quality, low latency, secure, and reliable live video at a global scale. Haivision invented the award-winning SRT low latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, EMEA, and APAC. To learn more, visit Haivision at haivision.com.

If you are a qualified and interested candidate for this position, please submit your resume to careers@haivision.com. Please indicate clearly which position you are applying for. We look forward to hearing from you. For more company information, please visit www.haivision.com.