Senior Technical Support Specialist - Prime Ultrix Job Req 2025-221
Senior Technical Support Specialist - Prime Ultrix Job Req 2025-221
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Job Description
Why Work at Ross Video We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus continual learning results driven processes and creative thinking we constantly strive to improve our solutions and to deliver results. If youve ever watched live television news sports or entertainment youve seen our products in use. All of the major Hollywood award shows most professional sports teams and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates and youre someone with integrity commitment and a strong drive to deliver great products wed love to hear from you.
Product Primes are integral members of the Technical Support department pivotal in ensuring that our Technical Support Specialists receive adequate training and provide Tier Two support to uphold Rosss commitment to delivering a Superior Customer Experience. This role reporting to the Manager Technical Support Product Primes involves direct interaction with Ross customers R&D and Ross Field Services personnel.
Responsibilities include professionally effectively and promptly handling escalated Tier One requests ensuring that they are resolved to the customers satisfaction. Additionally Product Primes collaborate with peers to develop training materials and assist in assessing the skillsets of Tier One personnel contributing to ongoing improvements in the support teams capabilities.
Who you report to:Manager Technical Support Product Primes
What we offer
Ross offers competitive salaries and comprehensive health plans as well as several perks to help you perform at your best.
Some of these perks include flexible hours generous paid time off fitness/wellness allowance employee share ownership program development support and a ton of fun social activities and events!
Best of all you will be part of the Ross Video family and weve got an energizing environment here.
What the job is all about:
- Ensures the quality and integrity of training materials and technical training experiences offering effective solutions for areas of improvement.
- Provides Tier 2 support globally to technical support team members and customers as needed.
- Offers regular feedback and monthly updates to the Manager Technical Support Product Prime.
- Keeps the technical support team informed of new software releases and product updates.
- Maintains an aboveaverage knowledge base and skill set.
- Develops internal training and initial orientation plans for new hires.
- Generates monthly activity reports (via Zendesk) by product.
- Attends/Leads the weekly escalation meetings for Ultrix/Hyperconverged Products.
- Manages escalated cases within their responsibilities with Tier One support specialists.
- Delivers monthly product updates to other team members.
- Holds a dottedline authority with product team members.
- Collaborates with the Manager Technical Support Product Prime to review and assess the training needs of the technical support team regarding product knowledge and skill sets. Creates and maintains a skills matrix categorized by level of knowledge and skills strengths and the next level of internal training required.
Who you are:
- 35 years of handson experience in Routing systems supporting or commissioning
- Extensive knowledge of Ultrix/Hyperconverged Platform and familiarity with other Ross family of products.
- Strong working knowledge of SDI 2110 NDI video standards and Dante workflows
- Knowledgeable about key components utilized in broadcast stations.
- Possession of a postsecondary degree/diploma related to broadcasting or equivalent relevant work experience.
- Excellent communication and presentation abilities.
- Aboveaverage skills in computer networking and troubleshooting.
- Genuine passion for Ross Videos broadcast equipment solutions.
- Strong interpersonal and observational capabilities.
- Organized and detailoriented.
- Selfmotivated quick learner capable of working with minimal supervision.
- Able to effectively manage multiple projects concurrently.
- Approachable patient and calm demeanor with a commitment to helping others learn.
- High initiative and wellhoned analytical skills.
- Teamoriented with the ability to work independently.
- Demonstrated history of providing highlevel customer service.
- Strong technical background in broadcasting.
- Proven experience in time and task management.
- Minimum of 5 years experience in a support or broadcast environment.
- May require up to 10 travel to customer sites.
Equity Diversity & Inclusion
At Ross we embrace diversity and we want you to bring your authentic self to are committed to building a team that includes a variety of backgrounds perspectives and skills. Inclusivity drives innovation and creativity and thats something were passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross regardless of race colour religion sexual orientation gender gender identity or expression marital status age veteran status physical or mental disability. If a disability means that you need any additional support during the recruitment process please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.
Other details
- Job FamilyNot Mapped
- Job FunctionNot Mapped
- Pay TypeSalary
Required Experience:
Senior IC
Employment Type
Full-Time
