Invidi Technologies - Headend Support Engineer

About the role : We seek highly dedicated, motivated, and passionate Headend Support Engineers who can use the right tools to find the best solutions to problems. We embrace the Agile methodology and as part of a scrum team you will play an important role in all aspects of client support. This position is primarily responsible for onsite support of the INVIDI hardware deployed in our customer's headend facilities and ensuring optimal operation of all aspects of the INVIDI solution. Key Responsibilities : - Provide on-site support and maintenance of commercial grade video equipment provided and maintained by INVIDI. - Perform proactive and reactive monitoring of all INVIDI equipment in the customer headend, including monitoring where available of video issues. - Responsible for servicing, configuring and maintaining INVIDI headend equipment as well as system failure replacements when required. - Provide INVIDI's customers with quick, accurate, and professional replies via ticketing system, chat, email, or phone. - Perform failover equipment recovery of INVIDI equipment located in the headend. - Create and maintain detailed inventory of all INVIDI equipment deployed. - Maintain a high level of customer satisfaction. - Develop an understanding of customer specific implementation and needs. - Relay customer feedback to internal teams. - Work closely with internal teams such as Product, Engineering, Customer Success and Customer Solutions teams. - Willing to work late nights up to 10pm and weekends when required. - Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI. - Conduct root-cause analysis with engineering teams to make sure that issues are resolved. - On-call work is required and will be compensated for separately. You must have : - Fluent in English with excellent verbal and written communication skills. - Basic knowledge of video and audio equipment and software. - Experience with video monitoring or quality control is preferred. - Strong attention to detail and the ability to log and track information accurately. - Must be able to articulate technical solutions to all audiences. - Highly motivated and interested in customer support and customer satisfaction. - Ability to learn quickly and to cope with ever changing environments. - Desire to learn new things and perform technology research & troubleshooting. (ref:hirist.tech)

Location: delhi, IN

Posted Date: 3/26/2025