Technical Support Engineer (Rhozet)
Harmonic Inc. - San Jose, CA

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The most important criteria for joining our support team are:- Client-facing experience- Written and verbal skills; excellent phone manner- Firm grasp and passion for information technology and software/hardware productsWe are very interested if you've got 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.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.

For entry-level applicants we are willing to train the right candidate. 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.Additional responsibilities include:- Taking ownership of technical issues, and working with our Engineering, Product Management and Technical Support groups to resolve more advanced issues when necessary- Resolving escalated customer complaints without the need for team lead intervention- Documenting troubleshooting and problem resolution steps- Participation in providing training to customers and other Rhozet team members as required- Acting as the “middle man” customer advocate to relay customer experience to the Rhozet Product and Engineering teams.Some technical skills that would be particularly useful:- Knowledge of Windows, XP, Vista, Server and general IT support issues- Knowledge of storage systems and other networking concepts- Knowledge of the advanced concepts regarding the decoding and encoding of digital video to different output formats- Knowledge of broadcast video server technologies- Experience with XML and basic scripting- Experience with digital video technologies and codecs- Experience with evaluating and creating custom digital video transcoding workflowsSome advanced technical and video specific skills that are highly desirable:- Knowledge in the advanced concepts of video decoding and encoding as it relates to the video transcoding space.- Knowledge of commonly used video codecs (MPEG-2, H.264, AVI, DV, etc.) and their specific characteristics and usage in relation to conversion to other formats.- Knowledge of common broadcast video server technologies (Omneon, Grass Valley K2, Nexio, etc.)- Knowledge in all aspects of advanced operating system functionality. This includes but is not limited to - registry editing, scripting, batch file development, operating system configuration, monitoring system resources, advanced hardware configuration (particularly in regards to video capture cards, etc.) and the ability to troubleshoot and solve common issues in a Windows operating system environment.- Knowledge of storage systems and other networking concepts.- The ability to advise customers on workflows to efficiently achieve their end to end video transcoding business goals.