Technical Account Manager

Technical Account Manager

Join EVS Broadcast Equipment as a Technical Account Manager to coordinate, accelerate, and communicate customer needs and incident handling, leveraging our organization’s wide range of experts.

Key responsibilities:

• Serve as the primary point of contact for customers, providing expertise, advice, and management of requests. Responsible for following incident queues & quality of responses.
• Manage customer expectations throughout the support service delivery process by ensuring thorough investigation, diagnosis, support, resolution and restoration. This includes gathering data on incident trends, hardware and software failures, and resource utilization.
• Develop and maintain technical documentation in relevant systems and ensure timely reporting on service levels. Proactively monitor services and performances with KPI metrics.
• Trigger internal preventative escalations when cases are at risk and coordinate proactive health checks and onsite interventions.
• Continually provide internal stakeholders with overviews of customer’s systems and workflows to maintain a base knowledge across the teams. Issue technical notes, procedures, and work methods to enhance colleagues' knowledge and reduce response times for similar issues.
• Validate any change in customer infrastructure, or workflow, to meet current agreements and collaborate with support and solutions architects for large system additions/changes, new workflows, etc.
• Collaborate closely with colleagues and provide product feedback to prevent future customer issues.
• Take ownership of service requests, ensuring monitoring, tracking, and ongoing communication with clients.
• Facilitate the configuration and the installation of products, systems, solutions, and equipment.
• Provide coaching, assistance, and advanced technical training to colleagues and customers on using EVS product families, systems, and applications.
• Adhere to department policies and procedures.
• Be part of the On‑Call system (24/7 customer support hotline).
• Proactivity and accountability are mandatory.

• Degree in TV Production, Computer Science, IT Networking, or a related field, or equivalent practical experience.
• Familiarity and/or practical experience within the Broadcast Industry.
• Previous experience in Technical Support, Field Service, Technical Operations, or Help Desk highly desirable.
• Ability to solve a wide variety of IT-Broadcast System issues.
• Operating System knowledge including Windows (Active Directory, DNS, SQL database), Windows Server, and Linux.
• Proficiency in IP computer Networking.
• Knowledge of Broadcast equipment, routing, and audio/video systems.
• Understanding of broadcast production and technologies (SMPTE-2022, ST-2110, 12G, UHD, HDR, IaaS), and media file standards.

• Team player, motivated, and proactive.
• Analytical and problem‑solving mindset.
• Ability to identify different technical issues and clearly document them.
• Strong troubleshooting skills.
• Possess a strong sense of urgency while setting priorities amidst time‑sensitive and sometimes stressful situations.
• Respect, approachability, and dedication to customer service.
• Alignment with EVS values:
  Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success.
• English (verbal and written communication skills are mandatory).

Becoming part of the EVS Team means a competitive salary in line with your skills and the market, plus a range of wellness and healthcare benefits. EVS offers comprehensive healthcare, dental, and vision coverage for you and your eligible family members, fully paid by the company, starting on day one. We also provide a 401(k) savings plan with a 25 % company match on all employee contributions.

Our hybrid way of working policy helps preserve your work‑life balance.

EVS also provides training and internal mobility opportunities, a friendly and lively work environment driven by ambitious goals, and an inclusive workplace where diversity is valued.

Mid‑Senior level

Full‑time

Customer Service, Engineering, and Product Management

Broadcast Media Production and Distribution, Software Development, and IT Services and IT Consulting