Junior and Intermediate Technical Support Specialist

Austin, TX, Chicago, IL or Montreal, QC

Job Description

POSITION INFORMATION:    Junior and Intermediate Technical Support Specialist 

EMPLOYMENT:                       Permanent, Full-time

LOCATION:                            Austin, TX, Chicago, IL or Montreal, QC



We are seeking several Junior-to-Intermediate Technical Support Specialists to help us continue reshaping and defining the future of video and cutting-edge video content delivery. The ideal candidates have good working knowledge of Linux, and experience working with terrestrial networks. The Technical Support Specialist is responsible for first-line response of incoming support calls, and assist with the smooth day-to-day functions of the Technical Support team. Support functions include performing post-sales activities for hardware and/or software, including systems triage, configurations and general consulting.


Tasks and Responsibilities

  • Act as first response to incoming calls during normal work hours.
  • Perform initial case triage by gathering information.
  • Provide guidance to customers through corrective steps by identifying and researching problems.
  • Diagnose, update and fix customer issues remotely via SSH, RDP, or other remote access protocols, along with providing phone and e-mail support and guidance.
  • Verify support entitlement.
  • Ensure that customer requests are documented, tracked and resolved in a timely manner to maintain customer satisfaction and escalate urgent problems requiring more in-depth knowledge.
  • Work with Inside Sales for Support Renewals, Quotes for Out-of-Warranty repair, etc.
  • Coordinate call transfer to available engineers.
  • Assist with the management of Field Service engagements.

Professional and Personal Requirements

  • Preference given to candidates with Bachelor degree or DEC in Computer Science, Software Engineering, or related discipline.
  • Strong customer service skills are essential, with at least 3 years of customer facing experience.
  • Strong trouble-shooting and diagnostic skills.  
  • Minimum 3 years of experience in end-user Service or Support role.
  • 1-2 years Inside Sales skills are an asset.
  • Experience with the Linux operating systems, networking and network administration principles and practices.
  • Experience with MS Windows OS, network administration, systems configuration, and device/driver implementation is a definite asset.
  • Understanding of Real time transport protocols such as RTMP, HLS, RTP, MPEG-TS and Session protocols such as SIP and STSP.
  • Knowledge of analog and digital audiovisual standards and compression technologies likes MPEG-2 and MPEG-4/H.264.
  • Capability to act on own initiative, exercise good judgement and manage expectations.
  • Ability to work effectively in both a team environment and independently.
  • Excellent English verbal and written communication skills.
  • Adaptability and flexibility to change and openness to learn new skills as required.
  • Attention to detail and accuracy.
  • Ability and desire to thrive in a fast-paced environment.
  • Preference given to personnel willing to work 5:00 PM-12:00 AM, and Weekends.



  • Competitive base salary.
  • Great work environment & other perks!
About the Company



Haivision, a leader in enterprise video, is a profitable private company, based in Montreal and Chicago, with offices worldwide. Recipient of the Deloitte Fast 500 award, perennial multi-award winner of Streaming Media’s Best-Of categories and recently featured in the Gartner Magic Quadrant, Haivision is a company committed to excellence and innovation. Haivision’s video solutions can be found in Fortune 500 companies, major broadcast rooms world-wide, military and government applications, and large house of worship. Haivision distributes its products through value-added resellers, system integrators, distributors, and OEMs worldwide.