Harmonic

We are creating the future of video streaming and broadband solutions for your customers, today. Here at Harmonic our goal is your business success.

harmonicinc.com

Harmonic

We are creating the future of video streaming and broadband solutions for your customers, today. Here at Harmonic our goal is your business success.

harmonicinc.com

HQRemote

Team Size1700

Open JobsUnknown

Total Funding-

Latest Fundraise2 years ago

TL;DR

Sector: Virtualized broadband and video streaming/delivery solutions

Headquarters: San Jose, CA

Public status: Public (NASDAQ: HLIT)

Employee count: ~1,700

Company Overview

Problem Domain

Broadband network virtualization and large-scale video streaming/broadcast distribution.

Founded

1988

Industry

Video streaming / Broadband networking

Funding Track Record

Last funding reported on company snapshot- 2023-12-21

Listed as last_funding_date in company snapshot

Investor Signal

“Publicly traded (NASDAQ: HLIT)”

Founders

What we do

Join the Team

Senior Field Service Engineer

On-SiteFarnborough, England, GB

On-Site • Farnborough, England, GB

Description Senior Field Service Engineer Harmonic is the industry leading solution for the transformation for video, cable and media companies, with smarter, faster, and simpler video streaming and broadband services. We are at the forefront of industry innovations, with simplified streaming using the cloud or software as a service, or next-generation gigabit services for the cable market. To learn more, go to “About Harmonic”.

Role Description The Senior FSE will perform various tasks that encompass the usual professional service and support activities like: product & system installation, integration, configuration, commissioning, test, training, tuning, troubleshooting, and break/fix activities for Harmonic compression range of products to customers within the region. The Sr FSE can address problems of diverse scope, demonstrates good judgments in selecting methods and techniques for obtaining solutions. You’ll be reporting to the EMEA Service Director.

Location This position will be based in UK.

What You Will Be Doing The regional Field Service Engineers (FSE) pool is the primary resource for on-site customer support and troubleshooting, duties include, but are not limited to the following:

What You Will Need To Succeed

A technical college or Bachelor Degree in Electrical Engineering/Computer Science preferred, or equivalent work experience is acceptable.
A minimum of eight years of relevant work experience is required. Direct experience providing post-sales field service and technical support to Customers within the Television Broadcast or Media Telecom Industries in the region is essential.
Acquired expertise level in technology and specific solutions through intensive technical knowledge and experience on the field.
Written and oral fluency in English is required.
Excellent customer relationship skills, self-motivated, an energetic team player, and an ability to maturely and professionally manage and triage customer service ‘incidents’ and escalations is required.
Working knowledge/experience with :

Cloud based technologies and architecture
Video Distribution over IP : IPTV, OTT, transcoding, origin/packaging, CDN
Video Broadcasting architecture for DTT.
Audio/video compression formats and eager to continuously learn new technology.

Knowledge of digital video and audio broadcast technology and operational practices, experience with products that transport, encode, compress, store and play out audio and video media for the Broadcast Industry, with a strong emphasis on a systems perspective.
Have experience in leading a small team of engineer or technical personal.
Must be seen as a referent and ready to assist his colleagues to expand their capacities.
Some pre-sales technical support may also be required to augment pre-sales technical team in the region including product demonstration on customer site.
Familiar with a wide range of equipment within the Broadcast and multimedia industry.
IP Networking knowledge/experience with Routers, Switches.

Certification CCNA or equivalent is a plus

Travel

This position requires travel within the region on a frequent basis, often at short notice and may be ready to assist customers on critical situation during off working hours

Diversity, Equality, and Inclusion at Harmonic At Harmonic, we believe that building and nurturing a global team with diverse backgrounds and voices is critical to our success. Together, we achieve excellence through creativity and innovation, build relationships based on integrity and mutual respect, and deliver the highest quality in every aspect of our business for the benefit of our employees, business partners and shareholders.

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Delivering technical support to Harmonic’s customers in the region, both on-site and remotely

Resolving equipment performance related issues within Harmonic equipment and in conjunction with Harmonic application partners, utilizing Harmonic’s technical issue logging/escalation systems as appropriate

Provision of commissioning and customer acceptance testing

Under the coordination of a Project manager: Provide system installation, integration, configuration, commissioning and Customer(s) acceptance testing.

Autonomously, perform the customer upgrades, configuration changes, or small extension.

Perform technical and operational training to Harmonic Customer(s) and Partners.

Use of Harmonic’s internal customer relationship management (CRM SFDC) and equipment/service databases to ensure accurate logging of relevant details. Create global report per account to present on meeting

Work complex problems where analysis of situations or data requires in-depth evaluation of multiple factors. Can trigger key contacts outside of his network to drive to the resolution of issues.

Provide "on-site" and/or “remote” application, operating system, database, and hardware support

Investigate, diagnose and resolve customer issues on site within a timely manner and if needed escalate problems for assistance. Can lead a small team of engineer to achieve targets fixed by his management.

Use independent, professional judgment to avoid errors that would impact customer service

Arrange product demonstrations and trial installations to effectively demonstrate Harmonic product / technical solutions on customer site (this is under the specific request of the regional Pre-Sales Director)