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Broadcast Support Engineer, Berlin



Berlin, Germany 

Job Category:

Customer Service, Information Technology, Technical

EU work permit required:


Job Views:




Expiry Date:


Job Description:

Avid’s Dedicated Support Expert (DSE) Offering provides customers with a dedicated technical resource with advanced skills in a specific Avid product or solution.  This resource delivers a more dedicated, high-touch experience for customers, acting as an extension of the customer’s own technical team.  They solve problems, perform proactive maintenance, work closely with Avid resources to resolve issues and may work onsite at your business and are personally accountable for ensuring the fastest possible resolution to technical support cases and general product inquiries
About the Role
  • Act as primary point of contact for technical issues and escalations
  • Develops deep understanding of customer’s specific Avid environment and stays current with customers system information, changes and updates
  • Maintains detailed documents, schematics, configurations etc. of the environment for accelerated troubleshooting
  • Delivers proactive patch/upgrade planning including version compatibility
  • Provides best practice recommendations and guidance on new implementations and support optimization
  • Evaluates weekly case backlog reporting and provide case prioritization
  • Act as technical liaison between internal teams with direct interaction with Avid Engineering, Product Management and subject matter experts as well as the reseller and the end customer
  • Provides input and feedback to Product Management teams related to customer requirements
  • Available during typical work-week business hours, backed up by geo-based resources during non-business hours (Including vacation/sick time) unless otherwise arranged in advance
  • Provides timely updates on relevant hot fixes/patches for your product
  • Reviews support activity for trends and potential problem areas
  • Managed service position, Work location for this position is Berlin, collocate at the customer’s facilities (based 100% of the time at customer facilities)
  • Successful applicant must be willing to get security clearance (currently SÜ 1 is required, but security level may be increased at the discretion of the end-customer)

Job Requirements:

  • 3+ years experience with Avid products is a requirement, minimum Avid Media Composer (Windows), though additional Avid Product knowledge – PAM, MAM, Central is an advantage
  • Proven problem solving skills and a positive can do attitude
  • excellent communication skills are a must for this position
  • someone that is willing to own an issue and drive to resolution – and learn every day in the process
  • previous experience working in a technical support role
  • language requirements: fluent German and fluent English (technical)

Employment Type:

Full time
Company Info

Burlington, United States
Web Site: https://www.avid.com/
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