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WE ARE LOOKING FOR A PRODUCT SUPPORT LEAD FOR OUR NIMBRA SUPPORT TEAM IN STOCKHOLM

Net Insight’s vision is to enable a live and interactive media experience for anyone on earth. We want to lead progress and enable a global media marketplace where people can exchange content and interact with each other in real time. We want to create the media experience of the future, centered on content.

We are now looking for a full-time, permanent Support Lead to join our Support team in Stockholm and wants to be part of an exciting journey shaping the future of our department and of media.

ABOUT THE POSITION

As a Support Lead, you will be joining a fast growing and experienced team of cross functional Support Engineers, developers, architects and testers who are experts within our proprietary media hardware and software product line, Nimbra.

As a Support Lead you will be a working supervisor. You must have the Technical Skills and background that will enable you to quickly become a Subject Matter Expert on Nimbra, Nimbra Vision and Nimbra VA, have the Supervisory Skills that will enable you to oversee the day to day operations of a 8 engineer support team, and the Customer Service Skills that will ensure our clients receive nothing less than World Class Customer Support. You will be part of the team that is building and driving revolutionary support processes and associated functions. You will provide direct incident response as well as proactive alert monitoring, response and maintenance from the backend through to the end user. You will work to develop new troubleshooting guides, and become one of the primary escalation points for our world-wide support team.

Your specific duties will include:

  • Supervise the daily support activities and ensure operations are meeting all SLAs and KPIs on a continual basis
  • Coach, teach and provide real-time positive reinforcement to ensure we are providing World Class Customer Support and maintaining productivity
  • Be the primary escalation point for customer concerns
  • Coordinate and Participate in Client Account Ownership meetings
  • Work with our customers to solve technical support inquiries from Tier 1 – Tier 3
  • Analyze, troubleshoot and resolve hardware, network and software issues
  • Assist with the installation, training and final network testing for customer implementations
  • Adhere to established policies and procedures and utilize approved tools and resources in the resolution of client issues
  • Create technical documentation for our knowledgebase and contribute towards improving our products by sharing customer feedback, as well as your own ideas
  • Participate in an off hour on-call rotation, and be available to work flexible hours.
YOUR BACKGROUND
  • You must have great Customer Service and Communication skills, and are a self-starter with a positive attitude and the ability to interact with customers in a professional manner
  • You must have leadership/management experience
  • You should have at least 2 years of relevant technical support in the area of TV broadcast, network operations or network equipment
  • You should have excellent network troubleshooting skills in IP (SDH/SONET is a PLUS)
  • It’s beneficial if you have good knowledge of Linux OS including script writing: SNMP, ASI, SDI, HD-SDI, AES/EBU, JPEG/MPEG, HEVC, database administration (MySQL, Maria etc), VMware and Amazon Cloud
  • An Associates or Bachelor of Science in Computer Information Systems or equivalent experience is preferred
  • If you have Nimbra specific experience it’s a huge plus

For the position we will emphasize personal fit, we value entrepreneurial and team oriented individuals who truly believe they can shape the future of media. We believe you understand the big picture and have the potential to become a lead.

The position is a permanent employment, full time and based at Net Insight’s Corporate Headquarters in Stockholm, Sweden. However, you may do some traveling both inside the US and Internationally for training and on-site customer meetings.

WHY WORK AT NET INSIGHT?

At Net Insight we transform insights into brilliant business opportunities – all with the ambition to enable a live and interactive media experience for anyone on Earth.

As an employee, you will be part of a passionate team of technology experts and visionaries working shoulder to shoulder with market analysts and media specialists. You will get consistent development, an innovative environment and the muscles to develop services with global impact.

Do you have what it takes to join us?

WELCOME TO APPLY

You are welcome to e-mail your application in English to career@netinsight.net with the subject headline, “Product Support Lead”.  We will review applications ongoing, therefore send your application as soon as possible.

If you have any questions please contact Johanna Ragnhammar, HR, at johanna.ragnhammar@netinsight.net.

ABOUT NET INSIGHT

Net Insight’s vision is to enable a live and interactive media experience for anyone on earth. Our aim is to lead progress and enable a global media marketplace where live content can be exchanged and interaction among TV audiences can take place in real-time. We want to create the media experience of the future, centered on content.

Net Insight delivers products, software and services for effective, high-quality media transport, coupled with the effective management of resources, all, which creates an enhanced TV experience. Net Insight’s offerings span across the entire media spectrum, starting from TV cameras and TV studios, right through to TV consumers. Our solutions benefit network operators, and TV and production companies, by lowering total cost of ownership, improving their workflow efficiencies and providing them with the ability to capture new business opportunities.

More than 500 world-class customers run mission critical media services using Net Insight’s solutions, covering more than 60 countries worldwide. Net Insight is listed on Nasdaq Stockholm.

MORE INFORMATION:

www.netinsight.net

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