Broadcast engineer - support

Who are we?

Techex is a UK based global leader in innovative IP and cloud broadcast solutions and software. Trusted by premier global broadcast and media customers with their most valuable live workflows, Techex transports and transforms the highest value live video over IP and in the cloud.

We build our own software, and partner with world-class technology companies who share our mission to pioneer the way IP and the Cloud are used in close collaboration with our clients.

We are evolving and developing our talented team of experts whilst continuing to grow and expand Techex geographically and build on the strong customer relationships we already enjoy. This is an exceptionally exciting time to be joining Techex with scope for significant impact across the organisation.

What are we looking for?

In this newly created Engineering role, you will be supporting Techex solutions in some of the world’s largest broadcasters and streaming platforms. We are proud to count the likes of Sky, WBD, BBC, BT, NBC, Disney, Amazon and DAZN amongst our closest customers.

The Senior Support Engineer role sees you in at the heart of the company in the Technical Team working primarily in support with your number one objective to ensure customers are delighted throughout their experience with us.

We’re looking for an experienced engineer who loves to keep current with technology and who gets a buzz out of helping our Tier one customers, ensuring that their needs, questions and problems are documented, met and resolved while exceeding their expectations. The candidate will enjoy problem solving independently and working within the wider team, getting the right information in the right hands, ensuring the customer is happy and that service is maintained and/or quickly restored.

The Role

You will be our first responder to incoming support activities, including phone, Slack, Teams, and Helpdesk reports, performing the initial triage of issues and provide first-line support both internally and externally.

You will be conducting live and transparent investigations with the customer to diagnose and resolve issues.

You will also be planning and managing the maintenance of planned systems updates and workflows to minimise impact and risk to our clients as well as completing routine maintenance and regular system checks. 

The senior Support engineer utilises and maintains the Helpdesk and other support tools to track and manage incidents, escalating unresolved issues and adhering to SLAs.

You will also create and maintain customer documentation, deliver updates and training to the wider technical team, as well overseeing support kick-offs and introductions for new customers and ensuring a smooth onboarding process.

You will also assist with delivery of routine service review meetings with key customers by maintaining and developing close relationships with engineers at our customers and partners, ensuring they are supported throughout engagements.

You will lead support engagement with our customers and supporting our next generation customer partner platforms and provide outstanding support for our technology partners products as well as our own software.

The Support Engineer will also take an important role in the training and support of team members and customers by leading and participating in regular training sessions to stay updated with the latest technologies and support processes.

You will also contribute to continuous improvement efforts by providing feedback and suggestions for enhancing the support process.

Work with our engineering and development teams and our technology partners to develop and test cutting edge products and features enabling new broadcast platforms

• Proactively supporting all IT systems and other technical departments  
• Keep in touch with and involve new innovations in the broadcast and IT industries.
• Manage projects, tasks, and resources as part of complex customer project deliveries. 
• Organise your own time and priorities for all aspects of the role
• Provide out-of-hours on-call support as part of a premium 24/7 service for our top tier customers.

What you will need:

• Extensive demonstrable technical experience as a senior engineer with broad responsibilities across multiple environments
• Knowledge of digital audio-visual standards 
• Understanding of real time transport protocols such as RTP, UDP, MPEG-TS, SRT, ZIXI, & RIST
• Experience with virtualisation technologies and environments on premise or within public cloud
• Experience deploying or manging/maintaining infrastructure in at least one of the following: AWS, GCP, Azure
• Linux server operating system experience. 
• Experience of using network analysis/packet capture tools such as Wireshark 
• Ability to manage, balance and prioritise tasks, and a strong initiative to complete tasks 
• Self-motivation: ability to manage priorities, and strong initiative to accomplish tasks. 
• Demonstrable passion for Media technology
• Excellent communication, presentation, planning and organisation skills.

 Desirable skills and experiences

• AWS, Azure or GCP Certifications.
• Scripting & Automation e.g. Ansible, Terraform, Python
• IP Networking experience for broadcast or other real-time data environments
• Experience with Microsoft server operating systems
• Ability to use test equipment/software to analyse MPEG streams
• Experience of multicast network design and troubleshooting
• CCNP or higher/equivalent non-cisco qualification (Routing & Switching or Datacentre/SDN)
• Previous experience of PRTG or other network monitoring systems (NMS)
• Ability to work in an entrepreneurial, fast-paced, technically focused and agile environment 
• Ability to build trust and long-term relationships

Our Values and Benefits

Techex has an impressive history with extremely high customer engagement and satisfaction. As a business we have developed consistently through our stellar reputation in the industry. We have recently secured the Great Place to Work accreditation and our core five values of Integrity, Innovation, Family, Customer-First and Expertise are vital to our success. We seek out individuals who enjoy developing their professional skills and are always learning new things whilst supporting and sharing their learnings with others. We look for candidates who are aligned to our values and who can amplify these more broadly as our business grows.

Techex is entering a period of accelerated growth, so we seek out talented professionals who are keen to scale up with Techex as we grow fast, whilst maintaining our focus of delivering world class support for our customers.

We have a flexible working policy, and you are empowered to work in a way that sets you up to be successful and deliver the necessary impact in your role. This role is based at our UK Headquarters in Bracknell so regular time in the office is required as well as some customer visits and flexibility to work from home when necessary.

In addition to competitive salaries and bonus schemes, we offer a package of flexible benefits you can design to suit your needs.

• Private Medical or Healthy living allowance.
• Life Assurance.
• Company Pension matching up to 5%.
• Wellbeing support for you and your family (including bereavement, probate and menopause support, access to virtual GP and more)
• Discounted gyms, family savings and discounts.
• Cycle to work scheme.
• EV charging onsite.
• Onsite café and excellent free breakfast goodies and barista coffee.
• Ongoing training and professional development.