Technical Support Engineer

Qube Cinema•,

19d

About The Position

The Technical Support Engineer supports AAM products primarily in the United States and Latin America, with contributions to support for products and projects in other territories. The position is part of a USA-based team within the Technical Operations Department and reports to a local Technical Support Manager. It involves frequent communication with AAM customers and partners, working with internal departments and support partners, and prioritising work according to customer impact and criticality while managing time effectively. The role requires experience in the cinema industry and a strong technical background in TCP/IP, FTP, SNMP, remote access tools, Windows and Linux administration, and computer hardware configuration. The engineer serves as a first point of contact for customer support, manages cases through resolution, diagnoses product and network faults, and maintains customer and playback data.

Requirements

Experience working within the cinema industry.
Good technical background in TCP/IP, FTP, and SNMP.
Experience with remote access tools.
Windows and Linux operating system administration skills.
Reasonable understanding of computer hardware configuration.
Strong verbal and written communication skills for daily customer and partner interactions.
Ability to communicate with customers of differing technical ability and seniority.
Ability to prioritise work by customer impact and criticality and manage time effectively.
Comfort speaking with customers by phone and video call.

Responsibilities

Act as the first point of contact for AAM customers reporting technical issues, requesting software licenses, or seeking general support.
Gather information from customers about support requests and technical needs, and guide customers toward solutions through written and spoken communication, including email, phone, and video calls.
Raise and manage support cases in the Halo and JIRA ticketing systems, ensuring appropriate classification and data are recorded.
Escalate issues to development, engineering, product, or IT teams when further investigation or observations are needed.
Prioritise tickets according to importance, criticality, and customer impact, and resolve them within predefined service-level deadlines.
Own support tickets end to end, progressing them through the company and ensuring resolution regardless of which AAM team handles them.
Diagnose faults in AAM products and attempt fixes through customer communication or direct intervention using remote tools.
Interrogate fault logs and perform basic to intermediate network troubleshooting for site connectivity and internal networks.
Report software bugs through internal escalation processes.
Produce knowledge base articles in Confluence.
Carry out problem management, trend analysis, and change management in accordance with ITIL.
Monitor playback log collection.
Update and manage customer data in the company database.
Onboard customer sites to AAM cloud software products.
Work with other departments and liaise with AAM support partners.