Technical Support Engineer- Rhozet Omneon, Inc.

Harmonic is a leading provider of video delivery solutions to broadcast, cable, satellite, Internet, mobile, and telco service providers worldwide. With more than twenty years of innovation, Harmonic has a track record of pioneering ground-breaking technologies, and an outstanding portfolio of high performance, IP-based solutions. Harmonic is enabling innovative, converged video services that can be consumed at anytime, and viewed on virtually any device.
The Technical Support Engineer is responsible for providing high-quality technical support for the Rhozet Carbon Coder software applications. This person will also work on other support related projects and documentation projects as required. Technical Support Engineers deliver effective technical customer support to our customer base, delivering support solutions to both technical and non-technical end users while also supporting Carbon Coder's wide range of video transcoding technologies. Support Engineers may be required to work after hours and there is a possibility of occasional travel.
We are very interested if you have experience with digital video technology. We are also very interested in individuals who have a track record of finding creative solutions to unique technology problems, and who will thrive in challenging situations. The ability to work with and relate with our International customer base is a plus.
Position Description
• In support of the Harmonic 24x7 Technical Assistance Center for Transcoding and Broadcast Server systems.
• Provide telephone and written support to Harmonic customers resolving technical problems of varied complexity with the Rhozet Carbon Coder software applications.
• Manage the customer service relationship and defective product transactional requirements necessary to maintain customer satisfaction.
• Maintain transaction quality, implements process improvements and related objectives necessary to provide the highest possible services as efficiently and reliably as possible.
• Analyze non-functional equipment/software through remote access to identify problem areas and recommend corrective action. Assist customers with installation and troubleshooting.
• Answer and follow-up customer problem(s) calls in an efficient and professional manner.
• Follow-up may include duplicating basic problems, if necessary, in the lab requiring standard setup and working with more senior members of the support or engineering staff to resolve non-routine issues.
• Maintain a record of all customer calls as required by the call tracking system.
Skills and Experience
As an individual in this position, you must have strong communication skills, both verbal and written. You must be able to prepare detailed technical and operational notes documenting process and procedural change, product issues, customer case information, and product stability and serviceability recommendations and effectively communicate with end-customers and key functional areas within the company. Your ability to work with customers under a variety of circumstances and pressures and understand and meet customer expectations is fundamental. The candidate must have the following:
• Demonstrated ability to take initiative in identifying and successfully resolving technical problems at customer sites via phone, email and remote access.
• Ability to communicate effectively in both written and oral forms with customers, other support and development engineers, and management.
• Knowledge of the advanced concepts regarding the decoding and encoding of digital video to different output formats.
• Experience with XML and basic scripting.
• Experience with digital video technologies and codecs.
• Experience with evaluating and creating custom digital video transcoding workflows.
• Networking - Ethernet, routers, switches, hubs, TCP/IP, CIFS, and NFS.
• Audio/video compression formats - DV, MPEG2, SDI, and ASI.
• Operating system â€" Windows, XP, Vista, Server with Windows Active Directory experience.
• Hands on experience and or certifications in LDAP, RHCE/RHCT, CCNA or MCSE is a major plus.
Harmonic is an equal opportunity employer.

Location:	San Jose, CA United States