Global Services Engineer Verimatrix
A Global Services Engineer at Verimatrix is that rare breed of being a blend of a highly-skilled engineer who also resolves the most complex and complicated technical issues while being customer-facing and helping other Global Services Engineers build expertise in Verimatrix?s products and services.
A Global Services Engineer at Verimatrix is someone who thrives in a fast-paced, enviornments solving complex technical issues for our customers and partners. They typically come from a background in systems administration and/or network administration, and focus on having a whole system view of how Verimatrix?s products work within the larger ecosystem of integrated off-the-shelf and custom solutions. A successful Global Services Engineer will be proactive to prevent issues or notify customers of possible issues, methodical in their logic and problem-solving skills, curious and inquizative to challenge status quo, and flexible to anticipate questions and issues customers and partners may have, and provide that feedback into the Operations, Product Management, Engineering and Quality Assurance teams to improve product quality and increase customer satisfaction.
We have several hundred customers in 96 countries, and appreciate people with global awareness and knowledge, so fluency in other languages is a bonus. Our team provides 24x7x365 support for customers and partners around the world. Our headquarters are located in San Diego, California with regional offices in Munich and Singapore.
Some tasks the Global Services Engineer will perform include, but are not limited to:
? Remotely install, configure and troubleshoot the company?s products at customer locations worldwide.
? Provide Level 1 and Level 2 troubleshooting for our customers via online case portal and answering 24x7x365 hotline calls.
? Escalate issues to Senior Engineers, Engineering and QA when necessary.
? Generate knowledge base articles based on lessons learned.
? Generate software licenses and deliver software to our customers.
? Update our CRM system with up-to-date customer, system, project, and case information.
This position reports to the Global Services Manager.
? Extensive systems administration experience with Red Hat Enterprise Linux or similar.
? Extensive IP network configuration and troubleshooting skills with vendor equipment such as Cisco, Juniper, and/or F5 Networks.
? Experience with SQL-based databases such as Oracle Enterprise Database server.
? Strong and clear written, verbal, and interpersonal communication skills in English to respond to customers in a timely and professional manner.
? Very strong critical thinking and problem-solving skills, and an ability to walk others through their logic.
? Maintain a professional, positive, ?can-do? attitude, extremely reliable.
? Must be available for 24-hour on-call duties with company mobile phone, as necessary.
? Must have at least 4 years of professional experience to be considered.
? Bachelor?s Degree in Computer Science, Computer Engineering, Electrical Engineering, MIS Management or similar.
? Must have a valid passport and ability to travel internationally.
Each of the Following would be a Plus:
? Experience with MPEG-based broadcast or streaming media systems.
? Experience with public-key encryption systems.
? Fluency in Spanish and/or Mandarin are huge advantages.
Verimatrix specializes in securing and enhancing revenue for multi-screen digital TV services around the globe. The award-winning and independently audited Verimatrix Video Content Authority System (VCAS?) and ViewRight solutions offer an innovative approach for cable, satellite, terrestrial and IPTV operators to cost-effectively extend their networks and enable new business models.
||6825 Flanders Drive |
San Diego, CA 92121