As a member of the Technical Support department, the Technical Account Manager will provide expert guidance and ongoing support for key accounts and mid-tier clients operating complex IP-based broadcast networks. This role is responsible for strengthening customer relationships, monitoring support activity, identifying unresolved issues, and coordinating with internal teams to drive resolution—all while managing clear, consistent customer communication.

The ideal candidate will have expertise in SMPTE ST 2110, PTP (Precision Time Protocol), and network switch configuration to ensure the seamless transport of video, audio, and data in broadcast environments. By bridging the gap between broadcast workflows and IP networking, this role is essential in driving successful outcomes across some of Ross Video’s most advanced client environments.

Who you report to: Director, Services – Global Technical Support

What we offer

Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, development support and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we’ve got a pretty energizing environment here.

What the job is all about:

Customer Engagement & Advocacy

• Act as the primary technical liaison for advanced customer networking environments, advocating internally for customer needs, managing escalations and driving resolution of technical issues and enhancement requests.
• Lead regular service reviews and technical check-ins, presenting performance insights and strategic recommendations.
• Coordinate cross-functional support efforts across Field Services and R&D teams.
• Deliver tailored support strategies based on customer usage, technical trends, and operational goals.
• Provide remote and occasional on-site support for system configuration, integration, training, and troubleshooting of critical issues related to IP-based video and audio signal transport.
• Monitor support metrics and RMA data to identify patterns and refine support processes.
• Assist with upgrade planning, lifecycle management, and critical spare strategies.

Broadcast Network Engineering & Support

• Assist in the design, deployment, and maintenance of SMPTE ST 2110-compliant IP broadcast networks with optimized switch configurations.
• Manage PTP synchronization and ensure low-latency, high-reliability media transport across hybrid infrastructures.
• Educate customers and internal teams on the SMPTE ST 2110 standard and best practices for implementation.
• Assess customer environments to identify vulnerabilities and recommend proactive system improvements.
• Collaborate with internal teams to align broadcast workflows with evolving network architecture standards

Who you are:

• Technical Skills & Experience
• Technical diploma or degree in broadcast technology, computer science, or equivalent experience
• Minimum of 3 years’ experience in an IP-based broadcast environment
• Familiarity with Ross Video product ecosystems
• Strong knowledge of SMPTE 2110, NMOS, PTP, and multicast networking.
• Experience configuring and managing network switches (Cisco, Arista, Juniper, etc.) for broadcast applications.
• Understanding of QoS, VLANs, and multicast routing in a media-over-IP environment.
• Familiarity with network monitoring and troubleshooting tools such as Wireshark, IGMP snooping, and ST 2110 analysis.
• Ability to manage multiple assignments, set priorities, and adapt to changing conditions
• Strong communication and interpersonal skills with the ability to engage confidently with both technical and non-technical stakeholders.
• Proven ability to manage customer relationships, understand operational requirements, and resolve complex technical issues.
• Comfortable collaborating across departments and offering mentorship to peers.
• Organized and detail-oriented with a focus on quality documentation and follow-through.
• Able to work with a high level of autonomy as well as within a team

• Industry certifications such as CompTIA, Cisco CCNA/CCNP, Arista ACE, or equivalent.
• Experience conducting lab validation and developing reference workflows or test environments.
• Familiarity with SalesForce

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