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Position Title: Technical Support Engineer-Tier 2
Position Location: Los Angeles, CA
Why We Exist and What We Do
EditShare exists to simplify storytelling. We enable media professionals to collaborate on projects thanks to our ever-expanding range of innovative products and features, all designed to improve production and unleash creativity. Integration and collaboration are central to all products in our comprehensive range of media management solutions – from ingest to archive.
Why We Need You
As our customer portfolio expands and we move towards cloud-based solutions, we are in the process of building a best-in-class global service assurance organization to drive high-quality planning, installation, commissioning and support governance across our business. Working as part of a regional team and global family, you exemplify the spirit of a best in class Technical Support Engineer, while having strong technical aptitude as well as deep knowledge and the ability to think on your feet. You have the right attitude and ability to provide technical support services to our external customers either in the field or remotely.
Problems You’ll Solve
reports, and provide workflow and technical solutions.
What We’re Looking For
Customer focused: You enjoy solving customers’ problems and routinely go above-and-beyond to ensure a positive outcome.
Analytical thinker: You can look at data and identify trends. In fact, you may be the go-to person on your existing team to organize, sort, analyze data and make recommendations on action items.
Relationship builder: You build constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect. You treat people well (coworkers, customers, vendors) and in turn, they respect and value their relationship with you.
Clear communicator: You may not know all our specific tools yet, but you embrace database tools and various communication technologies to collaborate across teams. You document your process in detail, providing the right tone and information for the audience.
Cultural ambassador: You are able to travel and be physically present with our customers, as required. You represent yourself and your company in an exemplary manner when facing customers, by taking personal ownership of customer projects when on-site. Customers you worked with before have faith in you, and would recommend working with you over others.
Team player: We currently use an on-call rotation and everyone plays their part in this. We also share responsibility for doing occasional on-site commissioning of new systems.
How We Work
The spirit at EditShare encompasses customer empathy, humility, winning together, digging deeply, and playing multiple roles. The way our staff meets its challenges makes us what we are and is the reason why EditShare has been such a success since its founding in 2004.
You will need to demonstrate that you can make a difference quickly while embracing Editshare’s performance-driven culture. We’ll give you the help you need to make that happen. Our team has a few common characteristics; if you share these, you’ll fit right in:
EditShare is an equal opportunity employer and does not discriminate on the basis of any characteristic protected by applicable federal, state or local laws.