Field Services Engineer

Haivision Field Services team is expanding and we are seeking Field Services Engineers to work with our partners and end-users deploying Haivision’s digital video management and delivery solutions. As an ideal candidate, you combine a background in IT systems, network infrastructures and A/V systems as well as relevant experience working directly with customers.  As a member of the Haivision Field Services team you will actively participate in the post-sale design, deployment, and support of Haivision’s solutions. Candidates located in Boston, MA, Washington, DC, Los Angeles, CA, San Jose, CA, San Diego, CA, Portland, OR, Seattle, WA, Las Vegas, NV, Phoenix, AZ, or Montréal, QC are welcome to apply. 

Internally, you will collaborate on a regular basis with Haivision Sales, Sales Engineering, and Product Management teams, acting as an advocate for our partners and end-users to the organization and relaying detailed technical information gathered in the field about potential product line enhancements, or challenges experienced at customer sites. As part of Haivision Field Services team, you will also act as a senior technical resource in the support team, providing expertise and assistance with support cases.

Tasks and Responsibilities

• Act as Haivision technical on-site presence for multiple simultaneous Haivision solution deployment projects:
  • Assist project managers with the development of project timelines and scope of work documentation.
  • Develop and maintain technical documentation related to Haivision systems being deployed.
  • Commission and troubleshoot Haivision’s digital video management and delivery solutions at end-users sites.
• Provide on-site or online technical training to partners and end-users on Haivision solutions.
• Participate in the development of technical training materials.
• Assist with pre-sale engineering review of large projects.
• Diagnose, update, and resolve customer issues on-site or remotely, along with providing phone support and guidance.
• Have the availability and drive for a 60% travel requirement, both nationally and/or internationally, in support of pre-sales and post-sales situations.

Professional and Personal Requirements

• A university degree in Computer Science, Electrical Engineering, or equivalent combination of technical training and work experience.
• A proven history of establishing and maintaining strong customer relationships, including in high profile or delicate situations.
• A combination of two or more of the following:
  • Intermediate experience managing Linux or Mac OSX server infrastructures.
  • Intermediate experience managing Microsoft Windows Server and Active Directory infrastructures.
  • Basic to intermediate experience with local and wide area network administration and troubleshooting (routing/switching, wireless LAN, firewall security). 
  • Experience managing and troubleshooting network media streaming solutions including live transcoding servers, Internet streaming solutions with Content Delivery Networks (CDNs), or multicast video distribution.
• Strong understanding of analog and digital audio-visual system design in environments such as broadcast studios, medical visualization, or large enterprise collaboration systems.
• Firm understanding of real-time media transport protocols such as RTP, MPEG2-TS, RTMP, HLS and HDS.
• Familiarity with video compression technologies, such as MPEG-2 and MPEG-4/H.264, and HEVC.
• Understanding of web development or scripting languages such as Python, JavaScript, or various command shells.
• Self-starter with ability to work with a minimal supervision and the desire to thrive in a fast-paced environment.
• Fluent with spoken and written English with the ability to clearly communicate and document complex technical issues in English. Readiness and availability for up to 60% travel, both regionally and/or internationally, in support of pre-sales and post-sales situations. 

Benefits

• Competitive base salary, healthcare/dental coverage and other benefits.
• Position within a fast growing, dynamic company.
• Ability to telecommute when not travelling.
• Great work environment & other perks!