Technical Support Engineer (Remote Friendly)

Overview:Every day, Imagine Communications is delivering billions of media moments all over the world — anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

Why Imagine?
Imagine Communications offers a generous Medical, Dental, Vision and Life Insurance package and HSA and 401(k) options with company matching. We like to make sure all our employees are safe when travelling so we’ve got travel insurance covered too. Employee Wellbeing is a priority for us, so all employees and their family have access to our EAP and Wellness programs, including LifeSpeak and Vitality. Volunteer in your community and we will pay for that too.
A Bit About The Role:Imagine’s Support Teams support the next generation technologies that facilitate the efficient execution of advertising across multiple platforms — enabling service providers to maximize ad revenues by optimizing advertising inventory management. We are a passionate and collaborative group of support engineers who take pride in providing the best-in-class client support and have fun doing so.

We are looking for a Technical Support Engineer with 3-5 years of experience in a technical support role. Must be able to work independently and have strong prioritization skills. Support Engineers provide Tier 2 technical support to existing customers of Imagine Communications. Using their technical ability and knowledge, customer issues are resolved or escalated for additional technical assistance.

• Ability to work shift hours that span our client SLA requirements, as well as after-hours emergency support as an on-call engineer (Paid on-call once a month).
• Document troubleshooting steps, including step-by-step recreation, capturing traces and screenshots and user shadow sessions in Salesforce and JIRA ticketing systems, as needed.
• Receive incoming queries from clients via Salesforce ticketing queue and phone.
• Independently follow up on backlog and ensure aged cases are updated, next steps have been identified and the client has been apprised of current status.
• Provide frequent progress updates to clients on defect and open support requests and respond to them in accordance with the terms of their contractual Service Level Agreements (SLAs).
• Diagnose, analyze, debug, and resolve client-reported issues on mission-critical complex solutions. Sometimes provide training or instruction to clients.
• Clearly escalate issues to the appropriate functional group and, if necessary, to leadership.
• Work closely with a professional team of support engineers supporting next-generation technology.
• Undertake training of internal and external clients in the use of Imagine Communications products.
• Ensure that new cases are properly documented in the case management system and activities related to existing cases are notated in an accurate and timely fashion; according to customer defined SLA requirements.
• Use internal knowledge base to assist with troubleshooting and modify existing articles or write new knowledge articles as required.

About You:

• Demonstrated ability to follow logical problem-solving steps in technical environment.
• Must be willing to work 8-hour shifts from 6am – 6pm MST (typically 8am-5pm or 9am-6pm), and work high-profile or critical customer issues through to completion per customer SLA’s.
• Technical degree or equivalent work experience.
• 3 – 5 years of experience in a client-facing technical role providing client-facing technical/engineering support in a software or cloud environment.
• Prior experience with case management systems (Salesforce preferred) and bug ticketing and tracking systems (JIRA preferred).
• Experience supporting a client-server-based application.
• Excellent written and verbal communication skills
• Microsoft SQL or Oracle database experience, and ability to write simple queries.
• Proficiency using MS office products
• Experience creating knowledge articles that include resolution details and steps for internal and external use.

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Preferred Additional Skills*:
Experience in one or more of the following will make you stand out from the crowd:

• DBA experience
• Knowledge of and experience with Linux, SQL and Oracle systems
• Broadcast and/or cable industry experience and knowledge
• Understands network concepts and basic infrastructure topology
• Knowledge of xGLinear or EclipsePlus applications

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Celebrating difference, together stronger*
At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer.

Job Type: Full-time

Salary: Up to $65,000.00 per year

Benefits:

• Paid time off
• Dental insurance
• Employee assistance program
• Referral program
• Health savings account
• Vision insurance
• Health insurance
• 401(k)
• 401(k) matching

Schedule:

• Monday to Friday

Work Location: Remote