Technical Support Engineer - Americas, Reuters

In this role, you will serve as a trusted advisor to customers, guiding them through pre-sales technical consultations to implementation while offering expert support for complex technical issues. The position enables seamless onboarding, solution design, technical sales support, and post-sales issue resolution for Reuters' global clientele, encompassing video, streaming, broadcast, and content delivery solutions.

Requirements

• Bachelor’s degree in computer science, engineering, media technology, or a related field.
• Industry certifications are a plus.
• Over 5 years of experience in a relevant role.
• Experience in a sales environment, preferably in technical sales, is a plus.
• Expertise in fundamental technology and network concepts, as well as IT security best practices.
• Strong background in media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows.
• Experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs).
• Experience in service and support within the broadcast and new media industries.
• Familiarity with video standards, compression technologies, DRM, and OTT platforms.
• Ability to work with global virtual teams to deliver projects and resolutions.
• Familiarity with Service Management processes such as incident, major incident, problem, and change management is required. Six Sigma or ITIL certifications are a plus.
• Languages spoken: English (required); additional languages are a bonus (optional).
• Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow.

Benefits

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.