Title - Customer Support Engineer IT/Broadcast/Media - Americas

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!

Dalet empowers media-rich organizations to transform their production and distribution workflows – accelerating media operations, maximizing collaboration and creating higher value from content. As a leading media technology and service provider with over three decades of innovation, our software solutions enable greater control, enhanced visibility and increased productivity for content professionals and storytellers around the globe. Leading organizations such as Fox Networks Group, Arsenal Football Club, MediaCorp, Audi, and the BBC trust Dalet to support their daily content operations. Our team is driven by a passion for media and committed to empowering a world where compelling stories are beautifully made, effortlessly told and thoughtfully delivered. Learn more at www.dalet.com.

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 supporting IT systems (preferably in media industry), facing with customers. and based in the Americas region, 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, providing solutions to technical issues raised by our customers.

Role

You will be part of a technical support team distributed world-wide, with regional teams located in EMEA, Americas and APAC. As the preferred technical point of contact, the Customer Support engineer is a trusted technical advisor to key customers providing valuable guidance and optimization of their Dalet solution for smooth operations. By maintaining a long-term relationship and behaving as a customer advocate, the Customer Support Engineer develops the customers satisfaction and gains their confidence for successful support contract renewals, expansions and recurrent business. This support work will be done via phone, email, through remote connection software, and on site on request.

This is a great opportunity for someone looking to expand their Broadcast/IT experience and knowledge. You will have the opportunity to learn extremely diverse sets of software products both on prem and cloud based. Working for a growing, global company in a dynamic and ever-changing environment there may be later opportunities for international assignments/relocation.

Job Requirements

Job Requirements

  • 3 years minimum experience working in a software support position.
  • Excellent troubleshooting skills - must be methodical and have good debugging skills to address system or workflow issues.
  • Must be able to work flexible work hours including rotating on-call schedules
  • Superior communication skills in English (phone, email, in-person, etc)
  • Understanding of cloud technologies
  • 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 -

  • Experience working with Cloud/SaaS services such as Amazon AWS, Google Cloud Cloud systems would be a big plus
  • Spoken and written Spanish communication skills
  • Prior experience in educating/training customers
  • Knowledge of Network (TCP/IP), Database (SQL), Storage.
  • Experience with containers technology and management such as Docker and Kubernetes
  • 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