IT Support Engineer

Company: CorTech LLC
Location: Burbank
Posted on: March 13, 2023

Job Description:

NO C2C/ Sponsorship: US Citizen or Green Card Holder
Position: Support Engineer
Pay: $60 - 80K (Can possibly be more if the right candidate is found)
Location: Hybrid. Candidates preferred to be in Burbank, California, but can be remote.
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Cor-tech is seeking to hire a Support Engineer for our client in Burbank, California. As a Support Engineer, you will be responsible for providing troubleshooting and technical support to our customers. Our platform utilizes the ZFS file system and requires a deep understanding of Linux, along with experience or familiarity with video workflows. You will be working closely with a large swathe of people and as such, strong soft skills are crucial to your success.

Job Responsibilities: In this role, you will collaborate with customers through support and consulting services including:

o Taking ownership of customer-reported issues and seeing problems through to resolution
o Triage issues and collect information to get to the source of the problem
o Recreating and helping to resolve issues/bugs
o Communicating new feature requests to the development team
o Helping with understanding of user workflows
o Analyzing common and chronic issues and evaluating solutions with users
o Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
o Providing prompt and accurate feedback to customers
o Ensuring proper recording and closure of all issues
o Preparing accurate and timely reports
o Creating and maintaining user and team documentation
o Following the SLA for issues with respect to the severity
o Optimization: including upgrades, performance monitoring, and system audit tasks
o Communicating with customers and management
o Coordinating with internal teams to ensure successful resolution of customer support tickets.

Technical Requirements: The ideal candidate should possess the following technical qualifications:

o Understanding of video production workflows and how storage is used for editing, visual effects, and on-set capture of video data
o Experience with ZFS and Linux fundamentals
o Knowledge of production video file concepts such as compression, resolution, transcoding, and color space
o Experience with Windows, Unix, and macOS, and knowledge of their system administration concepts including domain structures, file systems, disk partitions, mounts, quotas, file sharing, permissions, and general security
o Knowledge of Ethernet, IP, DNS and NIS associated daemons, and network architectures including hubs, repeaters, bridges, routers, and switches
o Knowledge of protocols such as NFS, SMB, CIFS, RSYNC, i SCSI
o Knowledge of storage administration and the concepts of file systems, disk partitions, mounts, quotas, mirroring, and sizing
o Knowledge of NAS, DAS, and SAN (fabric attached architectures)

Addition Skills: In addition to the technical qualifications, the ideal candidate should possess the following personal requirements:

o Excellent critical thinking abilities and strong problem-solving competency
o Strong verbal and written communication skills are essential
o Ability to work collaboratively with other engineers and managers in a team environment to meet aggressive goals and meet high-quality standards.
o Ability to work well with customers' technical representatives under a variety of circumstances to best understand and meet customer expectations.
o Background in video production, post-production, advertising, or corporate video
o Deep knowledge of all phases of video - pre-production, production, and post-production
o Understanding of production departments, including story, art, editorial, VFX, and onset teams
o Experience with communicating to production staff at studio and facility.
o Able to demonstrate great customer and internal communication skills, showing patience and empathy for our customers, and a passion for creating great entertainment.
o Curiosity and enjoyment of solving problems, whether workflow issues or technical challenges
o Off-hours work (nights and weekends) is occasionally required.

Desirable Qualifications: The following qualifications are not required, but are considered advantageous:
o ZFS file system experience
o Experience with Adobe Premiere, Avid Media Composer, Final Cut Pro, DaVinci Resolve,
o Nuke Studio, or other video applications.
o Understanding of storage technologies, including SAN, NAS

Keywords: CorTech LLC, Burbank , IT Support Engineer, Engineering , Burbank, California