Customer Support Engineer

Location: London, UK & Espoo, Finland

£70,000 - £90,000

Reporting to: Head of Customer Support

Job Purpose

The Customer Support Engineer will work closely with the Operations and R&D department to analyze and develop solutions to system problems. The main focus is to help customers deploy and operate the DBRLive system effectively. Our team provide 2nd/3rd level technical support for the operations teams working around the world. In this role you will focus on reactive measures including issue analysis, troubleshooting and recommendations. We always drive to improve system instructions, knowledge database, documentation and video tutorials.

Position targeted at 37.5 hours per week and includes on-call responsibilities during weekends and holidays.

Main Responsibilities

  • Apply technical expertise to resolve customer issues that are negatively impacting product Identify, document and escalate customer issues.
  • Responsible for sharing all acquired knowledge concerning problem resolution with the Department and, as appropriate, to Customers
  • Contribute and maintain knowledge database
  • Assist in post-production failure analysis of systems level issues
  • Reviews training materials and procedural documentation as requested
  • Admin of event reports
  • Create tickets based on event reports
  • Manage a queue of customer created tickets, ensuring that customers are updated with status and progress is being made towards resolving their issue
  • Perform other duties or special projects as assigned

Core Competencies Required

  • Planning & Organisation – ability to manage your own time and set priorities to achieve maximum productivity
  • Teamwork & Collaboration – working with the Supponor team to achieve our goals and build for success.
  • Leadership Credibility – able to inspire and lead the team in high pressure situations
  • Broadcast Operations Background – being comfortable and commanding in a live sports event production environment
  • Adaptability & Drive – be flexible and adapt to changing business needs and seek out the opportunities to take on new responsibilities. Never stop learning.
  • Attitude – be positive and proactive in everything you do, seek solutions rather than problems, deliver on deadlines and remember to enjoy it.

Skills, Experience and Personal Attributes

  • BA/BS/MA/MS in Information technology, Media technology, Computer Science or related Experience may substitute in lieu of degree.
  • +2 years of customer support, technical support, information specialist, system specialist,system administrator or related customer facing role
  • Excellent verbal and technical writing skills
  • Strong analytical and problem-solving skills
  • Strong organizational and time management skills
  • Sound knowledge of computer software and hardware
  • Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment
  • Ability to learn new technologies quickly
  • Ability to work independently with little direct supervision and as a part of a team
  • Excellent analytical and organizational abilities. Ability to remain calm, composed and articulate when dealing with tough customer situations.
  • Experience dealing with technical escalations, collecting detailed troubleshooting information, and coordinating solutions
  • Outside broadcast experience
  • Familiar with TV camera equipment
  • Video editing skills
  • Travel within Europe and the rest of the world may be required and sometimes at short notice.

All applications should be marked for the attention of Pekka Valkonen (Head of Customer Support)

Application Form

  • Drop files here or
    Accepted file types: jpg, pdf, doc, docx, png, giff.
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