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General Description:

This is a full-time salaried position, with required in office hours anytime between 7am-5pm. 40 hours a week.

Under the direct supervision of the Manager of Customer Support this position is responsible for post-sales activities related to VITEC’s comprehensive range of video streaming solutions and products.

The IPTV Support Engineer will have the experience necessary to help build out existing infrastructure, enhance product offerings, promote VITEC technologies in target markets, and troubleshoot problems as they arise (both internally and in the field).

This is an office-based, support-first role; however, it is not limited to ticket handling alone. The engineer is expected to support live system deployments during periods of high demand, resource constraints, or priority project needs, including participating in or executing remote and on-site deployment activities when required.

The position is based out of headquarters’ office in Atlanta, GA. Travel to customer sites and

tradeshows / conferences up to 20% (annual average. Months with low or high peaks are to be expected).

Main Responsibilities:

· Be the main point of contact for on-site technicians on technical issues.

· Troubleshoot and resolve technical, system-level, and software/integration-level problems experienced by VITEC customers.

· Support IPTV platforms, encoders, decoders, endpoints, and associated streaming workflows.

· Work with VITEC Sales on business opportunities, RFP responses, and supporting prospects during the sales cycle.

· Assist with integration of third-party systems into VITEC platforms.

· Work with R&D to validate new software/hardware, assist with integration, and enhance product capabilities.

· Support marketing activities including tradeshows, conferences, and partner engagements.

· Participate in and support deployment and commissioning activities when required, including remote and occasional on-site execution.

· Maintain accurate case notes, troubleshooting steps, and resolution details in ticketing/CRM systems.

· Other duties as needed.

Key Dimensions of the role:

Knowledge/skills

· Experience working with, installing, and supporting IPTV equipment, network devices, and video streaming services.

· Demonstrated experience configuring and troubleshooting broadband IP and multicast networks delivering high-quality video.

· Technical depth in IPTV middleware, video compression and streaming (MPEG-2, MPEG-4, H.264, Internet streaming), digital video receivers and decoders, video servers, streaming platforms, set-top boxes, and web-based client/server applications.

· Networking experience including multicast, IGMP, VLANs, and general switching concepts.

· Familiarity with both Windows and Linux operating systems, including basic configuration, networking, and troubleshooting.

· Experience using ticketing systems, CRM platforms, and case management tools with strong documentation discipline.

About you

· Strong troubleshooting and analytical mindset.

· Ability to clearly communicate complex technical issues to both technical and non-technical audiences.

· Strong written and verbal communication skills.

· Ability to work both independently and collaboratively across teams.

· Flexible and willing to support both support and deployment activities as business needs evolve.

· Ability to occasionally lift up to 50 lbs. of VITEC products.

Education

· Bachelor’s degree in Computer Science, Electrical Engineering, or related field preferred.

· Cisco networking training/certifications preferred.