Job overview:

The Senior Technical Support Specialist plays a key role in delivering Ross Video’s “Superior Customer Experience” by providing advanced technical support both remotely and onsite. This position is responsible for resolving complex technical issues, mentoring junior team members, and ensuring high-quality service delivery across Ross Video’s product lines. The Senior Specialist acts as a technical leader within the support team, contributing to process improvements, documentation, and training initiatives. You’ll work with a diverse range of customers and internal teams, helping broadcasters, media and live event professionals achieve their goals with Ross products. If you’re passionate about technology and thrive in a collaborative, fast-paced environment, we’d love to hear from you.

Who you report to: Manager, Technical Support

What we offer:

Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an 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 an energizing environment here.

What the job is all about:

• Provide Tier 2 and escalated Tier 1 technical support for Ross Video products via remote sessions, ticketing systems, phone, and email.
• Take ownership of complex customer issues and drive them to resolution, collaborating with internal teams as needed.
• Research, diagnose, and troubleshoot advanced technical problems, offering timely and effective solutions.
• Mentor and support junior Technical Support Specialists, sharing knowledge and best practices.
• Ensure proper documentation of issues, solutions, and customer interactions in the tracking system.
• Contribute to the development and maintenance of technical documentation and knowledge base articles.
• Assist in onboarding and training new team members.
• Prepare accurate and timely reports on support activities and trends.
• Participate in regular team meetings and contribute to continuous improvement initiatives.
• Maintain strong communication with customers and internal stakeholders to ensure alignment and satisfaction.
• Expedite returned material from the field for service reasons.
• Perform other related duties as required.

Who you are:

• Post-secondary degree/diploma related to broadcasting or equivalent relevant work experience.
• 3–5 years of hands-on experience in high-level broadcast workflows, configurations, and creations.
• Solid understanding of broadcast systems and third-party products such as Routers, Signal Processing or Infrastructure,
• Singal Types (HD, UHD, 2110, Dante, MADI)
• Proficient in troubleshooting broadcast system functionality, including automation, switchers, and control interfaces.
• Extensive familiarity with professional broadcast equipment and audio-visual technologies.
• Knowledgeable about key components utilized in broadcast stations.
• Excellent communication and presentation abilities.
• Above-average skills in computer networking and troubleshooting.
• Genuine passion for broadcast and audio-visual solutions.
• Strong interpersonal and observational capabilities.
• Organized and detail-oriented.
• Self-motivated, quick learner, capable of working with minimal supervision.
• Able to effectively manage multiple projects concurrently.
• Approachable, patient, and calm demeanor, with a commitment to helping others learn.
• High initiative and well-honed analytical skills.
• Team-oriented with the ability to work independently.
• Customer-oriented with a focus on delivering helpful, responsive support.
• Demonstrated history of providing high-level customer service.
• Strong technical background in broadcasting.
• Proven experience in time and task management.
• Minimum of 5 years’ experience in technical product support, systems integration, or in a broadcast or audio-visual environment.

Bonus points if you have the following:

• Prior knowledge of and experience with Ross Video products.
• Experience with CRM or ticketing systems such as Salesforce or Zendesk.

Other:

• May require up to 10% travel to customer sites including short-notice and international trips.
• Valid passport and driver's license are necessary.