Support Engineer

Role Description

Kantar Media is seeking a support engineer to join our offices in Madrid with the following responsibilities :

To support customers (support level 2 / support expert) in the scope of Audience measurement systems (audio matching / watermarking technology) :

To analyze and to reproduce customers issues, to troubleshoot and to resolve customers through workarounds or technical solutions.

To follow up issues through ticketing tool through permanent dialog with customers.

To support customers for the installation and the maintenance of their systems.

To install and test new product versions and to control that products version are correctly tested prior to release the versions to the customers.

To write process or informative notes (FAQ, How to, technical notes) related to the set-up, commissioning and the support of Audience measurement systems in order to help customer for the set-up and maintenance of their systems.

To support presales activity trough technical advices when it is necessary.

Good written and fluent oral communication in English is required for this position.

Support activities require to travel abroad from time to time.

Experience Required :

Technical Experience in network distributed architectures (cloud services, dockers, virtual box, Kubernetes, AWS, IBM Cloud, Azure,….) based on Linux systems, ideally for multimedia applications (video / audio).

Ideally, a first experience as a support engineer or test engineer or field engineer for a systems integrator or manufacturer.

Technical skills :

Virtualized environment experience (cloud services, dockers, virtual box, Kubernetes, AWS, IBM Cloud, Azure,….)

Experience in system administration with Linux (Debian / Redhat / Centos)

Knowledge of network protocols basics (routing, tunneling,…) and network issues debugging experience

Nice to have skills

Audio technologies experience and Basic Audio analysis (Audacity tools)

Audio interfaces knowledge (sound cards, audio interface), professional TV tuners

Script shell experience with Python in Linux environment

System monitoring tools knowledge like Zabbix

Personal skills

Good written and fluent oral communication in English

Customer satisfaction oriented with a capacity to maintain a good relationship with our customers whatever the circumstances

Team spirit oriented within an international and multi-cultural organization

Highly organized and able to manage concurrent requests from customers

Issue analysis oriented and technically rigorous

Autonomous to investigate on complex issues and to manage corrective actions