Customer Service Engineer for Media processing Platform - West Coast

Job description

Customer Service Engineer for Media processing Platform - West Coast


Who We Are

 It's an amazing time to join Dalet as we continue to shape the future of media production, management and distribution. Mature and stable like a large corporation, yet agile and growing like a start-up, Dalet is the perfect place for talented, internationally minded and highly motivated individuals looking to join a very dynamic company where things get done!

A leading, independent software and services provider, Dalet empowers broadcast and media organizations all around the world. Our solutions allow media professionals to create, manage and distribute (social media, mobile, VOD and OTT) content faster and more efficiently, fully maximizing the value of assets. When combined, Dalet products power end-to-end, unified multimedia operations for news, sports, program preparation, production, archive and radio.

Dalet solutions are used around the world by many thousands of individual users at hundreds of TVs, Radios and other content owners, producers and distributors, including public broadcasters such as the BBC, France TV and Russia Today, commercial networks and operators such as HBO, Canal+, CNN, NBC, FOX, ABC, CBS, Mediaset, and government & international organizations such as the UK Parliament, the UN, NASA and many others.


Top Reasons to Join Us

 · Revolutionize a big industry in a dynamic, fast-growing, yet mature, company · Benefit from great career opportunities around the world · Make the most of a truly collaborative environment with supportive leadership · Collaborate with talented and passionate team members · Enjoy a fun working environment

· Evolve with cutting edge technologies (AI, Cloud, CyberSecurity) 


Who You Are

 If you are intermediate/experienced Technical Engineer who has experience working with content ownership, post production or media supply chain environments. Based in the US (preferably west coast) we invite you to talk to us about this opportunity.


What You’ll Do

Reporting to the Americas Head of Customer Services, you will be at the very forefront of Dalet customer service operations and are tasked with providing solutions to technical issues raised by customer’s system administrators.



This customer Service work will be done via phone, email, through remote connection software, and on site. Your main responsibilities will cover the support contract management as Accountable for the SLA fulfilment and Customer Satisfaction. You will

  • Be the preferred point of contact for customers under support contract, for contract management related activities (incl. escalation, process issues, ..
  • Proactively work with the customer to address their support needs through investigation of reported issues, ensuring issue and progression details are captured within the Dalet Support portal and inline with the customer SLA.
  • Provide technical support leadership on the managed contracts Interface between the customers and internal departments, incl.Regional Support Centres, Technical Expertise Centre, Projects, R&D, Product Management teams
  • Cover regular customers visits & on site reviews
  • Develop preventative maintenance, including maintenance plan and health checks
  • Decide and implement corrective action plans when necessary, as accountable for the fulfilment of the service level and issues resolution Implement corrective action plans when necessary,
  • Ensure a proper support coverage with third party vendors
  • Maintain up to date the CRM (Tickets and SLAs), in sync with the customer tracking system when relevant,
  • Escalate the most impacting issues appropriately in the Dalet organisation: R&D, Product Management & Top Management, as needed Maintain, when relevant, the required level of inventory (support spares parts) available and up to date
  • Perform installed base inventory on request Conduct satisfaction surveys
  • Anticipate customer expectations
  • Measure the performance & Track support costs



Job Requirements

  • 5 years minimum experience working in a software support position.
  • Excellent troubleshooting skills, must be methodical and have good debugging skills to address media issues.
  • Strong experience with video broadcasting, encoding and streaming media standards
  • Strong understanding over various audio and video containers/codecs used in professional and consumer environments (E.g. IMF, MXF, AS02, MP4, TS containers. J2K, ProRes, MP2, H264 video codecs. ATMOS, Dolby E, AAC, AC3, EC3 audio codecs)
  • Deep understanding of Production and Post Production Technology and Workflows
  • Must be able to work flexible work hours including rotating on-call schedules
  • Superior communication skills in English (phone, email, in-person, etc)
  • Intermediate Cloud Understanding
  • Master Windows Skills and a growing understanding of Linux
  • Basic understanding of a scripting language

Soft Skills:

  • Ability to cultivate and expand relationships with all customers
  • Analytical, Organized, Self-starter, Appropriate sense of urgency
  • Commercially aware individual, also able to participate in pre-sales activities
  • An ability to discuss complicated technical information in simple terms.
  • Patience.
  • A genuine love of technology; this comes in handy as you need to keep up to date with the latest IT changes.

You might also have -

  • Spoken and written Spanish communication skills would be a big plus
  • Prior experience in educating/training customers
  • Knowledge of Network (TCP/IP), Database (SQL), Storage.
  • Familiar with Professional Video Players (Arora) Tanscoders, or NLE’s (Avid, Premiere, Resolve)
  • Experience with containers technology and management such as Docker and Kubernetes
  • Experience working with Cloud/SaaS services such as Amazon AWS, Google Cloud
  • Experience in programming languages such as GoLang, PHP, Python, Java\Groovy Scripting
  • BS degree in Computer Science, similar technical field of study or equivalent practical experience