Job Opportunities

Teradek

Teradek, a Vitec Group brand, manufactures wireless video devices for remote video capture, live ENG backhaul, real-time monitoring, proxy recording and webcasting. For complex IP video systems, Teradek's cloud-based management platform allows users to remotely operate a fleet of Teradek encoders in real-time from anywhere in the world. All Teradek products are designed and manufactured in the USA.


Available Positions


Technical Support Analyst

Focus:

Provide complete and efficient technical support to Resellers and End Users of Teradek products and services.

 

Description:

The technical support analyst provides consultation, training, troubleshooting, and problem-solving to Teradek customers both prior to and after a product purchase.

This support extends to hardware, firmware, software and services developed by Teradek. The nature of our products require someone with strong computer networking skills.

We are looking for someone who is passionate about providing excellent service and ensuring customer satisfaction.

The support analyst must possess excellent verbal and written communication skills to clearly express and comprehend complex ideas through the customer medium of choice, including phone, online chat, email, forums, and web-based ticket systems.

Our customers work in a wide range of industries under tight deadlines and have varying technical backgrounds; a friendly, positive, and energetic attitude is required to patiently explain concepts and troubleshoot issues.

 

Major Tasks and Responsibilities:

  • Ability to prioritize multiple concurrent tasks and adapt to different scenarios, requiring good communication skills with individuals of all levels

  • Provide technical support to customers through a thorough understanding of Teradek products, related services and technology, and customer workflows

  • Identify and address complex usability problems which can involve Teradek-manufactured products as well as third party products and services

  • Implement methodologies to improve first call resolution

  • Work with Inside Sales team to provide excellent pre-sales / product evaluation support, including educating customers about terminology, product features and benefits in a timely manner

  • Build and maintain positive relationships with existing customers to help generate repeat sales

  • Review customer requests for returns/repairs; provide accurate information regarding product returns and failures to internal groups within Teradek

  • Identify, document and escalate customer issues to appropriate internal teams

  • Perform ongoing testing on released product software, firmware, and evaluation of all customer-facing documentation, as well as beta testing of products prior to release

  • Provide weekend on-call support on a rotating basis

  • Perform other related duties when assigned

 

Required Qualifications

  • Bachelor’s degree or equivalent experience and training

  • Skills and abilities necessary to fulfill technical support functions using CRM systems

  • Strong interpersonal skills in order to work with both technical and non-technical customers at various levels in a variety of situations

  • Knowledge of consumer operating systems and networking equipment, including wired and wireless

  • Passion for providing an excellent customer service experience paired with the personal drive to go the extra mile to ensure that customers are happy with the brand even if facing difficulties.

Preferred Qualifications

  • Bachelor’s Degree with an emphasis in Engineering or related domain

  • Experience with and strong interest in audio and video standards, technology and equipment (both analog and digital)

  • A+, Network+ or equivalent certification and/or experience

  • Familiarity with ITIL standards

  • Operating Systems: Windows, Mac, Linux, Apple iOS, Android cloud-based and virtual environments

  • 2 or more years of experience with network products and technologies, including but not limited to:

    • Network Equipment: Routers, Firewalls, Wireless Access Points, Switches, Mobile/Cellular

    • Network Protocols: TCP, UDP, IP, IGMP (multicast), DNS, DHCP

    • Streaming Protocols: RTP/RTSP, MPEG Transport Stream, RTMP, HLS

    • Streaming clients, servers, CDN/Streaming Video Platforms

    • Remote Access tools

  • Bilingual / multilingual skills (verbal and written) are a plus

 

Background Check required.

Multiple positions available.

Contact RealSmartChoice+techsupport@teradek.com

IT / Network Administrator

Job Description 

IT technical support officers monitor and maintain the computer systems and networks of an organization. Install and configure computer systems, diagnose network-, hardware and software faults and solve technical and applications problems, either over the phone or in person. 

Responsibilities: 

  • Install and configure computer hardware and associated peripherals, operating systems, and applications 
  • Troubleshoot system and network problems including hardware and software faults; coordinate with IT personnel within other business units as needed 
  • Recommend and schedule repairs and improvements to the IT infrastructure 
  • Research and evaluate new technology, and negotiate contracts for new services based upon business needs; plan and support the roll­out of new technology and services 
  • User account creation and administration 
  • Maintain inventory of equipment and parts as well as documentation of vendor activities. 
  • Develop and document system standards for computer and network devices; align infrastructure to support business policies and requirements 

Minimum qualifications: 

  • Two years experience in the design and administration of enterprise ­level client/server networks with mixed (Mac/Windows/Linux) operating systems. Of the two years experience, one year responsible for operating the enterprise, client/server or network and related peripheral equipment. 
  • CCNA or equivalent certificate, or demonstrated work experience and knowledge 
  • Experience implementing, administering and troubleshooting multiple Virtual Machines (XenServer, ESXi) to provide business critical services 
  • Experience administering and troubleshooting managed switches including HP/Cisco switches and enterprise Wi­Fi access points. 
  • Prior experience designing, administering and troubleshooting multi­site networks, including but not limited to NAT, firewalls, IPS/IDS systems, QOS rules, VLANs, and IPsec and SSL VPNs, and local services including DHCP, DNS, file sharing, and content filtering systems. 
  • Experience administering and troubleshooting multi­site VoIP systems (SIP). 
  • Experience with administering and troubleshooting IP camera and access control systems. 
  • Experience with scripting languages to make API calls to internal and cloud­ hosted services 
  • Experience administering and troubleshooting servers including CRM, ERP and database applications. 
  • One year of experience designing and/or administering network storage systems and related technologies (RAID 0,1,5 and 10), including enterprise level backup systems 
  • Prior experience designing and/or administering AAA solutions including RADIUS, Microsoft Windows Active Directory and cloud­ hosted systems in conjunction with captive portal authentication systems 
  • Experience administering and troubleshooting cloud based services 
  • Experience with network monitoring, logging and event management systems such as Nagios or Cacti. 
Contact RealSmartChoice+IT@teradek.com

 

iOS programmer (XCode for iPhone and iPad)

 

 

Job Description:

Development includes low level WiFi network programming and middleware applications for controlling video devices, video playback, User Interface design, etc.

 

Real time, live video playback and control of encoder devices over WiFi, require candidates to have expert coding and s/w optimization skills. Rapid prototyping of market leading products require bleeding edge innovation skills. Agile development methods used in a group of experienced and highly energetic members requires good teamwork and great passion. This is real programming, used in really cool products, not paper pushing.

 

Get practical programming experience in iOS, H.264 A/V over IP, live streaming multimedia content over the Internet. Contribute to globally successful, market leading products like Cube and Sphere, our award winning first product in the world of live 360° viewing on iPads and iPhones. We are constantly implementing exciting new features to stay ahead of the market, while incorporating user feedback to improve customer experience. Our products are used to stream video to iPads or over the Internet on major motion pictures, TV productions, live events like music and sports, news gathering by major TV channels and print media.

 

Requirements:

 

Bachelors in EE, CE or CS preferred.

At least 1.5 years Objective C hands on programming experience required.

In depth XCode/iOS experience a must.

Cross platform tools and scripting experience a plus.

Contact RealSmartChoice+ios@teradek.com