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.