EEG Video is a privately-owned media technology company with customers including nearly all of the largest broadcasting, cable, and OTT/streaming media players in the United States. Our primary focus is video accessibility in the form of closed captions, benefiting the deaf and hard-of-hearing, language learners, and anyone who has ever watched a video on “mute.” Our pioneering role in IP-based live captioning systems was recognized when EEG received a Science & Technology Emmy® award in 2015.

We have a talented and growing staff focusing on fast-paced solutions to customer-focused challenges such as new ultra-HD and IP-driven media formats, artificial intelligence and automation, and migration of video production technology to cloud-powered platforms and workflows.

Our technical support team at EEG is growing and we are looking to add a Technical Support Engineer to the team. If you have excellent customer service and troubleshooting skills, and knowledge in Computer Networking/IT, Linux, and Video Streaming/Broadcasting fundamentals, this might be the position for you.

The position is temporarily remote (due to COVID), with plans to move onsite at EEG's manufacturing and shipping office in Farmingdale, NY.

Responsibilities

• Work as a member of the Technical Support team, and with other departments, to provide EEG customers with knowledgeable and friendly support interactions
• Become a subject matter expert in EEG products and related technologies
• Understand and respond patiently to customers with varying levels of product familiarity
• Help with onboarding/initial setup of new customers
• Take responsibility for responding to emails and phone calls within established timeframes to ensure technical support service levels are achieved
• Responsible for reproducing / confirming product defects in a computer lab environment
• Exhibit strong reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
• Help develop training programs and provide feedback on training and support documents to help customers learn best practices for using their products

Qualifications

• College degree in computer or IT related field, or equivalent experience
• 3+ years of professional experience in Technical Customer Support
• Basic experience with Linux
• Basic experience with computer networking concepts
• Industry experience in broadcasting, live video streaming, or live transcription is a plus
• Ability and desire to work paid on-call hours some evenings and weekend days
• Demonstrated skills in clear and effective business writing in English
• Well-developed, demonstrable knowledge base in two or more of the relevant Technical Topic Areas

Technical Topic Areas

• Linux command line and server configuration
• Computer networking products and technologies including switches, routers, firewalls, IP multicast, RTP/UDP streaming media
• Public cloud services, particularly AWS
• Transcription and captioning
• Live broadcasting products and workflow, including automation, video servers, and test and measurement devices

Pay and Benefits

A $65,000-$80,000 base salary is supplemented by an annual profit sharing bonus, often in the range of 5%-15% of salary. Benefits plan also includes company-subsidized health insurance, 401(k) with 50% contribution matching, and paid holidays, vacation, and personal/sick days.