JOB DESCRIPTION
Job Title : Support Engineer Playout
Department : Engineering
Reports To : Director of Engineering
Location : Mumbai, Maharashtra
Position Type : Full Time
COMPANY DESCRIPTION
BroadStream Solutions, Inc. specializes in flexible and scalable software backed solutions for integrated playout automation , production, live automated captioning, file-based captioning and caption encoding and subtitling software tools.
Our teams spans across 6 countries around the world, working together to provide our customers with the very best software solutions. Our main offices are located in England, America, Croatia, and India, with two remote offices in the Dominican Republic and Romania.
This diverse team is what helps to make our solutions and services excellent. It’s also what helps our team to work with broadcasters in so many different countries and time zones with ease.
BroadStream Solutions helps broadcasters across the world to improve workflows and system reliability with dedicated redundancy options and industry-leading customer and technical support.
Broadstream Oasys is an Integrated Playout Automation Solution that utilizes modern software instead of purpose-built hardware to help organisation automating and streamlining operations by removing bottle necks, improving on air quality and ultimately helping organization to reduce overhead and manage their cost more efficiently,
BroadStream’s AI-powered live captioning software is now fully integrated with Oasys Playout Automation , allowing users to seamlessly add real-time captions for improved accessibility and engagement.
With a focus on improving workflow efficiency, our solutions support various technologies and provide a seamless transition to future advancements, including cloud integration.
ROLE DESCRIPTION
This is a full-time on-site role as a Support Engineer at BroadStream Solutions,in Mumbai, India reporting to VP of Sales and Director of Engineering. The Support engineer will be responsible , to carry out systems configuration of all current company products in accordance with the project calendar and to provide professional and comprehensive first line support to Customers, Systems Integrators and Distributors in accordance with our high quality and support standards
Our ideal candidate must have at least 8 years of experience in the Media Technologies sector. The candidate must be willing to work from home. As a Support Engineer you will be responsible for ensuring uninterrupted continuous support of services to all our customers across region but not limited to SOUTH ASIA & MIDDLE EAST . You will be providing technical support and perform actions for support delivery. In addition, you will act as an interface between the day-to-day engineering function.
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree (Engineering, Technology, Computer Science, etc.) or equivalent experience required
- Minimum 8-10-year experience in playout automation domain.
- Fluency in English both verbal and written, must know Hindi and any other language will be an asset.
DUTIES & RESPONSIBILITIES
Provide e-mail and Telephone supportUse remote access tools to work on customer systemsPrepare Proof of Concept systems with investigation / resolution of any technical issuesAccurate maintenance and update of all configuration and support records including CRMCarry out installation, configuration and / or training of company products either remotely or on customer premisesPrepare a detailed on-site report document within 5 days of returning from any training, installation or configurationFollow the Continuous Improvement processesProvide maintenance of FAQs and support section to webmasterAssist with product testing as and when requiredPerform system health checksComplete Sales Engineering Solutions and validations for Sales requirement including RCQs, technical drawings, and quotingPreparation and set up of exhibition equipment, including full testingUnderstand the objectives and complete a complex compliance tableAbility to demonstrate solutions at exhibitions and / or customer premisesAnalyze and identify potential sales opportunities and pass to SalesProcess product for delivery to customer using product configuration procedures and within project calendar timescalesWorks closely with the Sales team to meet goals and delivery of quotes Complete Sales Engineering Solutions and validations for Sales requirementsCreate and implement detailed plans and reports for projects, liaising with customers and engineering teamTo undertake other duties as reasonably requested by senior managementKEY RESULT AREAS :
Pro-actively provide technical support, both locally and remotely, including but not limited to; Playout Automation, Graphic & Subtitling.Resolution of on-air impacting and technical incidents that affect BSS support delivery.Raise and update incident tickets for on-air affecting and technical incidents through Service Management tooling.Collaborate with other engineers to resolve technical issues.Communicate shift reports internally and externally as per agreement with stakeholdersSupport the development and training of less experienced colleaguesPerform regular, proactive maintenance tasks and system checksMaintain technical documentation to ensure it remains up to dateCOMPETENCIES
Thorough understanding of the fundamental principles of BroadcastingThorough understanding of transmission / broadcast environment and broadcast automation systemsThorough understanding of all the processes and workflows within an operational broadcast environmentGood understanding of DVB standardsHigh IT literacy and proficient in MS Office suiteProven team player, who relishes being part of a global teamAbility to organize, prioritize and handle multiple time-sensitive tasks in a demanding environmentWillingness to work in a 24 / 7 shift scheduleMust be willing to travel at short notice.KNOWLEDGE and SKILLS
Excellent communication skills in English language, demonstrates a high level of control over the English language. A confident writer and speaker.Expertise in Playout AutomationExpertise in Graphics.Expertise in file-based workflow management.Expertise in Media Asset ManagementExpertise in Scheduling SystemsExperience in working with transport stream and other stream delivery internet technologies.Builds positive working relationships with internal and external clientsSufficient understanding of current software products and to be trained on full line of ProductsStrong customer-facing skills (including telephone) with the ability to solve issues and escalate where appropriateShows a high degree of attention to detail and has a problem-solving approachActs in a professional mannerGreat organizational skills, can multi-task and manage time effectivelyAble to be flexible and work to tight deadlinesHas the ability to work in a high-pressure environmentAlways has a positive attitude and works well in a team, contributing to the team effort and assisting colleaguesWORKING CONDITIONS AND JOB CHARACTERISTICS
Work may be done in the office environment. This may change according to the needs of the job.Tasks are determined by the Job Description and the decisions made by the Senior Line Manager.Employees should show initiative when deciding what to do and should take into account a specific job’s characteristics.Tasks may be performed independently and / or in co-operation with others.The job demands work in office hours and even non office hours.How to Apply :
Interested candidates should submit their resume and a cover letter to shelinder.sachdeva@broadstream.com . Please include “Support Engineer - Mumbai, India Application” in the subject line.
