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.

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.
• 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.
• 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.
• 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.