Support Engineer Tier 3
EVS Broadcast Equipment
- Liège
- CDI
- Temps-plein
- Ensure a follow-up and resolution of customers' problems that are reported by our field support teams;
- Work closely with the Product Owner, the Development and Test teams on a fixed life-cycle to improve product reliability based on your troubleshooting experience;
- Write, review, and organize technical documents that will be published to the FAQs and knowledge base to create customer self-help solutions;
- Monitor and answer questions that are posted to the escalation queue;
- Perform testing functions to verify defect fixes and assist the Test team when needed;
- Manage high-profile customer issues by acting as a Technical Support Engineer, providing level 3 support to the customer during the evaluation period and problem ticket resolution;
- Provide advanced technical and troubleshooting training to our field support teams;
- Assist our operations and field support teams on-site for high-profile events and setups;
- Organize internal/external meetings to ensure the information is appropriately shared between stakeholders;
- Develop internal tooling to assist other support tier levels in their daily tasks;
- Manage customer escalation and play a key role in being exposed to customers as an expert (or being a member of a board of experts);
- Actively participate in our extended support strategy, being on-call out of business hours to assist operations during events and project key milestones such as deployment, product upgrades, assistance to first air, etc.;
- Travel occasionally to reinforce customer intimacy or participate in tiger teams within the context of crisis management;
- Give training to internal and external audiences.
- Master's degree in computer sciences or bachelor's degree in computer sciences with relevant certifications;
- Min. 5 years of experience in support.
- Linux, Docker, K8s, Grafana, PostgreSQL, Kafka;
- Virtualization, TCP/IP, and Storage technology is an asset;
- Bash, SQL, Python.
- Team Player;
- Excellent communication skills;
- Autonomous in the manner of knowledge acquisition;
- Flexible (willing to ensure extended support occasionally out of business hours);
- Willig to travel occasionally for a short period;
- Excellent customer service skills addressing the needs of both external and internal customers with solid communication and process skills;
- Ability to write technical documents which address the needs of the customer;
- Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success (
- Fluent in English;
- Good working knowledge of French;
- Knowledge of other languages is an asset.