Job Description

With our award-winning technology and trusted expertise, Grass Valley enables and empowers creators, broadcasters and media organizations to produce brilliant content that captivates audiences and connects people through the magic of media.

As the industry's R&D powerhouse, we offer the widest and deepest range of best-in-class solutions in the industry. We are the trusted partner to many of the biggest and most creative names in the media and entertainment business as we help our customers to build successful media businesses and navigate the rapidly shifting mediascape.

Why Join Grass Valley?

As the world continues to evolve, Grass Valley is also transforming: Creating innovative breakthrough solutions to serve customers' changing needs and realities. We are proud that for over 60 years, our innovations have enabled content creators, broadcasters and media organizations to produce rich, compelling content that brings the viewer even closer to the action; more engaged with the story and more connected to others.

Our people are creative, knowledgeable, passionate and dedicated, working together to deliver high quality solutions and services to customers all over the world. We are looking for our future ambassadors, technologists, thought leaders and innovators to continue this beautiful journey with us. This is your opportunity, join us!

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The Opportunity

Grass Valley is the leading technology provider for the live media and entertainment market. We work with 90% of the world's major media brands, powering their media centers, mobile production units, 24-hour newsrooms, and sports streaming platforms. As the number one trusted partner in media technology, we enable content owners and service providers to create and deliver compelling live experiences in the most efficient way.

Our Applications and Solutions Specialists help customers succeed in implementing and operating Grass Valley technologies throughout its entire lifecycle. Our team of specialists use their deep knowledge of media and entertainment technology and workflows to ensure successful design, deployment and 24x7 mission critical operation.

You are a highly motivated technologist who will stay abreast of evolving technology and market trends in both traditional broadcast and fast paced new media industries. You will partner with Sales, Solutions Architects and Product Managers to develop innovative architectures that address customer business problems and you will be responsible for delivery of the technology and successful on-boarding of customers. Your ability to rapidly troubleshoot operational and technical problems is what you do best. Making customer success a reality is our "every day", our teams deliver for our customers and that is why our customers choose Grass Valley.

Your Role

• Action, Service and Support requests for external and internal customers.
• Provide remote online or onsite fault finding and diagnostics services for our global customers, ensuring we meet or exceed our Service Level Agreements via our 24x7 follow-the-sun technical support function;
• Partner with international teams to resolve product and technology defects, plan and perform testing of fixes in our labs before successful deployment into customer sites;
• Create and maintain technical documentation and knowledge base articles to enable our global teams to solve customer problems promptly and to enable us to realize our self-help vision via our customer portal;
• Provide remote and onsite based Demonstration, Installation, Setup, Configuration, Testing and Commissioning services of Grass Valley's hardware and software products in either a standalone application or as part of a wider solution including cloud deployments;
• Provide customer direction in the configuration, maintenance and operation of our products and technology. The form of direction may vary from informal knowledge transfer during onsite commissioning of products to delivery of formal technical or operational training;
• Support the Sales and Pre-Sales functions and provide product demonstration and support services encompassing office based, client sites, via the Internet or at trade shows;
• Provide operational support for when a customer goes live.
• Up to 25% interstate and international travel may be required, for provision of services or for self-training purposes

What you Have to Offer

Education:

• University degree or trainee program in Information Technology, Electronic Engineering, Communications Engineering or equivalent.

Experience:

• At least 2 years of proven experience in a relevant market field, directly related to post sales delivery and support in the broadcast, media or entertainment industries.
• Experience in delivery and support of complex solutions in a 24x7 environment.

Knowledge/Skills/Abilities:

• Deep knowledge in one or more media technologies including Live Production, Playout, Media Assessment Management, Networking, Routing and Infrastructure.
• Sound understanding of IP video and Cloud technologies and broadcast standards including ASI, SDI, ST 2022 and ST 2110.
• Professional Certifications: Cisco Networking required. Microsoft, VMWare and AWS Certifications would be advantageous.
• Exceptional problem-solving skills.
• Excellent written and verbal technical communication and presentation skills.
• Able to adapt and learn new technologies in a self-paced environment.
• Strong interpersonal and organizational skills, with excellent customer advocacy skills.
• Self-motivator with a proven history of meeting and exceeding target.
• Working knowledge of SalesForce.com, JIRA and Slack preferred.
• General PC knowledge and experience in typical MS business applications required (i.e. Word, Excel, PowerPoint, Visio, Project).

Ready to Apply?

Please email your resume to quoting Job Title in the subject line of your email.

• Grass Valley offers competitive compensation packages in an energizing and supportive work environment.
• This job description is intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.
• Grass Valley is an equal opportunity employer and makes employment decisions without regard to gender, marital status, race, religion, colour, age, disability, sexual orientation or protected veteran status.

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