Technical Support Engineer I

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We're committed to bringing passion and customer focus to the business.

Technical Support Engineer I based in Philippines – Remote Setup

Avid Technology is seeking for Technical Support Engineer I to work in association with our Technical Marketing and worldwide Support and Engineering/Testing Team, Resellers as well as Avid’s (international) Support. The Technical Support Engineer will be responsible for ensuring consistency of support standards throughout the territory to both Post and Video Production customer bases.

KEY RESPONSIBILITIES

• Provides expert technical support on products throughout the customers Avid workflow, including editing, storage, asset management, cloud-based solutions, and news production.

• Work within a global support team covering 24x7x365 operations.

• Able to write effective handoff from shift-to-shift for support issues.

• Provides proactive patch/upgrade planning including version compatibility.

• Creates and manages support cases in Avid’s case management system as appropriate.

• Reproduces and logs bugs as required.

• Engages additional specialized Avid resources when needed.

• Follows up on customer issues with appropriate Avid internal groups.

• Liaises with appropriate Avid management on a periodic basis to ensure visibility.

• Adheres to Avid’s relevant contractual SLAs (Service Level Agreements).

QUALIFICATIONS

• BA (Hons) or BSc in relevant degree such as Media, Electronics or Computing.

• Existing knowledge/user experience with Avid’s Video Editing systems, Cloud solutions, Storage, and asset management preferred.

• Knowledge of post-production workflows, terminology, and equipment a plus.

• Broadcasting experience a plus, but not a requirement.

• Knowledge about network architecture and troubleshooting required.

• Knowledge about Linux shell and computer programming is a plus.

• Excellent English verbal and written communication skills required; second language is a plus.

SKILLS

• Passion for Avid technology and expert knowledge of Avid solutions.

• Expert knowledge of post-production workflows.

• Experience in the Media Industry (Production and Post-Production).

• Mature technology professional with exemplary judgment and business acumen.

• Own customer issues, from start to finish.

• Keen problem solver, excelling at figuring out logic puzzles with a unique ability to think on your feet.

• Self-starter who is comfortable with taking the initiative.

• Sometimes you will not know the right answer, but you are the kind of person who is always up for the challenge.

• You will rely on your resources and your team and quickly research a response.

WHAT TO LOOK FORWARD TO?

• Join a global team and experience a dynamic, collaborative work environment that fosters innovation and growth.

• Remote work model offering flexibility to balance work and life.

• Access to development programs with strong support and mentoring to help you grow and advance within the company.

• Equal opportunity employer committed to diversity, inclusivity, and creating a welcoming environment for all employees.

• Attractive benefits package including health & life insurance, referral rewards, and generous leave policies to ensure a healthy work-life balance.

Think this role is a good fit for you? Apply now!

ABOUT AVID
Avid Technology is a leading provider of software and hardware solutions for the media and entertainment industry. Our products are trusted by some of the world’s most iconic creators, studios, and broadcasters. We empower creative professionals with the tools they need to produce and distribute high-quality content. By driving the future of media production, Avid continues to shape the way stories are told and experienced globally.

To learn how Avid powers greater creators or for more information, visit www.avid.com.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!