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Jobs at EEG

Help us develop the closed captioning technology that makes media accessible to all. Join talented team members addressing challenging issues in a constantly evolving problem space.

Technical Support Engineer (Level 2)

Brooklyn, NY

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 R&D office in the DUMBO neighborhood of Brooklyn.

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.

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