Operations Support Engineer, Digital Signage
About The Position
EdgeBeam's digital signage business runs through resellers who architect and deploy the on-site solution, including our Halo gateway, and own first-line support for the end customer. This role owns everything that comes back to EdgeBeam – the escalations resellers can’t close, the health of the Halo fleet, and the day-to-day device and CMS operations behind our resellers and media owners. As Halo is new to the market, this role will define how it gets supported rather than inheriting a playbook. The position also requires automating their own job, identifying and eliminating manual steps in support, provisioning, and onboarding. The role also flexes into field deployment when the queue allows.
Requirements
- 5+ years in technical roles (systems, networking, IT, field engineering or similar).
- 2–5 years directly owning technical customer support, field service, or NOC operations for a hardware-plus-software product.
- Demonstrated automation instinct with examples of automating manual tasks.
- Working scripting ability in Python, Bash, or equivalent for task automation, log parsing, and investigation.
- Comfortable working against APIs (reading documentation, authenticating, scripting against REST APIs).
- AWS at a console-literate level, with willingness to move automation to scheduled cloud jobs.
- Comfortable owning a queue and communicating directly with customers and partners in writing and on the phone.
- Strong network troubleshooting skills (IP addressing, DNS, DHCP, VPN, routing, traceroute analysis).
- Linux at a working command-line level (ssh, reading logs, inspecting services, restarting processes).
- Evidence of documenting processes (e.g., a runbook, knowledge-base article).
- Willingness to travel up to 25%.
- An AI first mindset and ability to solve and implement using AI.
Nice To Haves
- Digital signage or AV systems (Ryarc, BrightSign, Scala, or similar CMS).
- Cellular IoT / MVNO fleet management (Soracom, or any eSIM/APN provisioning).
- Infrastructure-as-code or CI/CD exposure (Terraform, CloudFormation, GitHub Actions).
- CRM administration or implementation experience.
- Broadcast exposure (ATSC 3.0, transport streams).
- Jira and Confluence as daily working tools.
Responsibilities
- Own the digital signage support queue end to end: intake, triage, resolve, or open and drive a ticket with the reseller, and close the loop with the end customer.
- Diagnose Halo gateway issues remotely (broadcast reception, cellular connectivity, content delivery, device health) and travel to site when remote diagnosis isn’t enough.
- Automate own workload by finding and eliminating manual, repeated steps in support, provisioning, and onboarding with scripts, scheduled jobs, and tooling integrations.
- Build and maintain operational tooling around the support motion, including integrations across Jira, CRM, device management, and inventory trackers.
- Support the rollout and configuration of the CRM as the system of record for support and onboarding.
- Run device and CMS operations for signage, including CMS configuration, set-top box provisioning, Halo device inventory, and connectivity troubleshooting.
- Onboard resellers and media owners, including provisioning, credentials, device allocation, and shipping, and improve that process each time.
- Work every item in Jira to the documented standard, correctly categorized and severity-set on incidents.
- Support field deployments: pre-stage and configure hardware, write and follow deployment runbooks, support installers remotely, and occasional on-site work.
- Turn repeat tickets into documentation (runbooks or knowledge-base pages).
- Participate in escalation coverage outside standard hours.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
