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Haivision Systems Inc.
Austin, TX, Chicago, IL or Montreal, QC

Job Description:

POSITION INFORMATION:        Senior Technical Support Specialist    

EMPLOYMENT:                           Permanent, Full-time

LOCATION:                                Austin, TX, Chicago, IL, or Montreal, QC 



We are seeking an experienced Senior Technical Support Specialist to help us continue reshaping and defining the future of video and cutting-edge content delivery. The ideal candidate has a strong working knowledge of Linux and experience with IP video systems and video streaming equipment. The Senior Technical Support Specialist is responsible for first-line response of incoming support calls, and assist with the smooth day-to-day functions of the Technical Support team. Support functions include performing post-sales activities for hardware and/or software, including systems analysis, programming and general consulting.


Tasks and Responsibilities

  • Act as first response to incoming calls during normal work hours.
  • Perform initial case triage by gathering information.
  • Provide guidance to customers through corrective steps by identifying and researching problems.
  • Diagnose, update and fix customer issues remotely via SSH, RDP, or other remote access protocols, along with providing phone and e-mail support and guidance.
  • Verify support entitlement.
  • Ensure that customer requests are documented, tracked and resolved in a timely manner to maintain customer satisfaction and escalate urgent problems requiring more in-depth knowledge.
  • Work with Inside Sales for Support Renewals, Quotes for Out-of-Warranty repair, etc.
  • Coordinate call transfer to available engineers.
  • Assist with the management of Field Service engagements. 


Professional and Personal Requirements

  • Bachelor degree or DEC in Computer Science, Software Engineering, or related discipline.
  • Strong customer service skills are essential, with at least 5 years of customer facing experience.
  • Strong trouble-shooting and diagnostic skills.
  • Minimum 3 years of experience in end-user Service or Support role.
  • 1-2 years Inside Sales skills are an asset.
  • Experience coordinating Support Activities, advising junior TS staff.
  • Strong experience with the Linux operating systems, networking and network administration principles and practices.
  • Experience with MS Windows OS, network administration, systems configuration, and device/driver implementation is a definite asset.
  • Hands-on with TCP/IP Protocol layer and networking principles.
  • Good understanding of Real time transport protocols such as RTMP, HLS, RTP, MPEG-TS and Session protocols such as SIP and STSP.
  • Knowledge of analog and digital audiovisual standards and compression technologies likes MPEG-2 and MPEG-4/H.264.
  • Capability to act on own initiative, exercise good judgement and manage expectations.
  • Ability to work effectively in both a team environment and independently.
  • Excellent English verbal and written communication skills; French communication skills an asset.
  • Adaptability and flexibility to change and openness to learn new skills as required.
  • Attention to detail and accuracy.
  • Ability and desire to thrive in a fast-paced environment.



  • Competitive base salary.
  • Free Parking.
  • Unlimited cappuccino!
  • Great work environment & other perks!


If you are a qualified and interested candidate for this position, please submit your resume to Please indicate clearly which position you are applying for. We look forward to hearing from you.


For more company information, please visit

About the Company:


Haivision, a leader in enterprise video, is a profitable private company, based in Montreal and Chicago, with offices worldwide. Recipient of the Deloitte Fast 500 award, perennial multi-award winner of Streaming Media’s Best-Of categories and recently featured in the Gartner Magic Quadrant, Haivision is a company committed to excellence and innovation. Haivision’s video solutions can be found in Fortune 500 companies, major broadcast rooms world-wide, military and government applications, and large house of worship. Haivision distributes its products through value-added resellers, system integrators, distributors, and OEMs worldwide.