Sr. Customer Services & Support Engineer

 

 

Position Title:

Sr. Customer Services & Support Engineer

Effective Date:

April1 2008

Location:

Los Angeles

Department:

Customer Support

Manager’s Title:

CEO

Supervisory Responsibilities

Yes

 

Position Summary

Mesoft a film and television media technology company is looking for a Sr. Customer Services and Support Engineer who will be part of the team responsible for all worldwide service and support of Mesoft’s growing customer and partner base.

This individual’s responsibilities include Supervision of other Support Engineers.  Day to day administration of  assignments and service contracts, hands on involvement with the installation and service of  media solutions sold or rented, and the training of channel partners and customers in the use of the company’s products. Position requires approximately 25% travel.

Essential Duties and Responsibilities

· Gather technical requirements and determine how to best apply Mesoft technology to address customer and partner business problems

· Collaborate with Sales to drive the technical and technological deal signoff process with customers and partners

· Provide customer phone support including diagnosis of issues, issue resolution and issue escalation where required

· Document Mesoft best practices for providing technical support (i.e. phone, in-person)

· Assess the customer’s technical infrastructure and recommend optimal software and hardware configurations appropriate to the infrastructure in place

· Configure and test hardware and software solutions for new customer installs as needed

· Developing software images and standards for hardware deployed to customer sites

· Partner with Sales team members by providing technical assistance and technology expertise before, during and after sales

· Assist in the drafting of formal sales proposals which often include Visio schematics, as required

· Train and mentor external customer and partner technical support teams

· Assist, as needed, in Quality Assurance testing of Mesoft products

· Assist IT with setting the direction and supporting the company’s internal IT infrastructure

· Travel to production locations to provide on-site support as needed

· Create system/support documentation as needed

· Will be responsible for the development of a troubleshooting web based knowledge base

· Day to Day supervision of  support engineer and prioritization of assignments

Position Requirements

Education & Training

· BS degree or equivalent.

Skills & Experience

· 5 to 10 years experience with Customer Support or equivalent required in the post production or broadcast markets

· 3 + years experience with windows XP

· 2 + years experience with Basic Networking

· Knowledge of Avid Editing and Server products a plus

 

 

Additional Requirements or Comments

Candidates should be highly motivated; self-starter, results and team oriented.  This individual should understand the requirements of working in a dynamic start-up work environment. This is an opportunity to join an exciting early stage company and to play a key role in the growth of the company.