Technical Support Technician

Acts as a technical problem solver to end-users and dealers primarily for our entire product line. Provides technical assistance on video and film technology and client workflows. Communicates with all areas of the company, primarily sales and other members of Technical Support. Communicates technical data found from client issues back to other members of Technical Support as well as to Product Management and/or Engineering, as product feedback.

Requirements:

• Work with clients, channel dealers, and potential clients to suggest, test, and implement solutions for AJA product operational issues. Interface with clients to define their needs and ensure their satisfaction.
• If required, diagnose and resolve technical issues through a remote desktop connection.
• Respond in a timely and professional manner to incoming support phone calls and e-mails.
• Proficiently utilize and manage support requests within our ticketing system (Jira).
• Provide detailed feedback to technical support staff and other areas of the Company of important technical data obtained from calls and emails with clients.
• Work with AJA Marketing and Sales, providing feedback on any discovered relevant data, including success stories or competitive data.
• Document ongoing customer cases for Product Management/Engineering to review.
• Test specific customer workflows and relevant AJA and other companies’ technologies for ongoing knowledge and troubleshooting skills.
• Effectively meet all process timelines.

Desirable Skills and Experience:

• Ability to balance technical issues and communicate appropriately with both technical and non-technical clients.
• Must possess a unique blend of people-skills and technical savvy, with the ability to understand the client’s needs from a deeply technical perspective.
• Expected to stay current with our product lineup, including new features and updates, as well as staying current with computer, video, and film technology, including other companies’ products our products and clients may operate with (example: Adobe Premiere, etc.).
• In-depth knowledge of digital and analog video and audio standards along with the associated infrastructure.
• Knowledgeable in SDI video standards, HDMI / DVI protocols.
• Proficiency in video and audio encoding standards (e.g., Uncompressed, ProRes, DNX, H.264, HEVC, AAC).
• Knowledgeable or familiar with IP-based video and audio transmission protocols (e.g., ST 2110, RTP, RTSP, RTMP, SRT).
• Ability to follow through with tasks and task completion.
• Ability to handle challenges and provide quality solutions on time.
• Ability to establish and maintain effective working relationships with managers and employees, as well as clients and channel personnel.
• Ability to maintain own workflow and meet deadlines.
• Ability to effectively communicate (both verbal and written), and exchange information with others clearly and concisely.
• Ability to respond to frequent pressure to meet deadlines when work speed and sustained accuracy are paramount.
• Always project a friendly, patient, and personable manner.
• Represent the company in a professional and business-like manner.
• Willingness to adhere to company policies and support management decisions and goals in a positive and professional manner.

Education and Experience:

• High school diploma or equivalent experience.
• Two years of post-secondary education in electronics or related equivalent experience.
• High level of computer hardware and software experience on MacOS, Linux, and Windows.
• At least five (5) years experience in the video industry.

This is a full-time position with competitive pay and benefits. The base pay for this position is $26.77 – 40.00 per hour. This range reflects base salary only and does not include additional compensation or benefits. Individual base pay is determined by various factors such as relevant experience, education, training and skills, and the scope and responsibilities of the position.

Email resumes to: jobs@aja.com