Support Engineer, Broadcast & IP Video

TVU Networks is the global leader in live IP video transmission. Our products power breaking news, live sports, and major events across every major broadcast network and streaming platform on the planet. When something important happens in the world, there's a good chance TVU technology is moving that video to air.

We're building the team in our Raleigh support hub that keeps those workflows running. We're looking for a Support Engineer who takes real pride in solving hard problems for customers who can't afford to wait.

You’ll be the technical expert our customers reach when something goes wrong during a live broadcast, and the person who makes sure it goes right the next time. This is a hands‑on, high‑impact support role covering TVU’s full product line: hardware transmitters, cloud production platforms, IP networking, and live video workflows.

You’ll work directly with broadcasters, production companies, and enterprise customers, diagnosing issues, walking people through configurations, and owning problems from first contact to resolution.

• Be the first point of contact for technical support via phone, email, chat, and remote access
• Troubleshoot TVU hardware, software, cloud services, and network issues in real customer environments
• Configure and validate customer setups for cellular, Wi‑Fi, Ethernet, and IP video workflows
• Diagnose IP networking problems: NAT, firewalls, VPNs, DNS, port forwarding, across a wide range of customer infrastructure
• Support Linux systems, including command‑line diagnostics and log analysis
• Own your tickets: clear documentation of issue details, troubleshooting steps, impact, and resolution
• Triage and prioritize live/on‑air issues with the urgency they deserve
• Escalate to Engineering, Solutions, or Sales when needed while maintaining clear ownership of customer communication
• Train customers on product use, troubleshooting techniques, and best practices
• Contribute to internal knowledge base and documentation

Required:

• Bilingual English/Spanish: you’ll be supporting customers across North America and Latin America and this is a core part of the role
• 1+ year of technical support experience in networking, broadcast, video, hardware, SaaS, or IT
• Solid hands‑on experience with PCs, servers, routers, switches, firewalls, and networked devices
• Strong working knowledge of IP networking: IP configuration, NAT, firewalls, VPNs, DNS, port forwarding
• Linux proficiency, comfortable in the terminal, reading logs, diagnosing system behavior
• Clear, professional written and verbal communication in both languages
• Composure and focus under pressure. Live broadcast issues don’t wait.

Nice to Have:

• Experience in broadcast, live streaming, video production, or video‑over‑IP
• Familiarity with SDI, HDMI, video encoders/decoders, RTMP, SRT, or remote production workflows
• Experience with cellular modems, bonded internet, or field‑deployed network equipment
• Experience with Slack, Jira, Hub Spot, and escalation workflows
• Android and/or iOS troubleshooting experience

Full‑time position. Schedule and shift details will be discussed during the hiring process.

• Competitive salary:
  The hourly pay range for the position is $27 - $31 per hour. Actual compensation will be based on experience, qualifications and other job‑related factors.
• Health, dental, and vision insurance
• Health savings account (HSA) and flexible spending account (FSA)
• 401(k)
• Life insurance
• Paid time off
• Hybrid remote in Raleigh, NC: real flexibility, real collaboration
• A front‑row seat to the live broadcast and streaming industry: you’ll work with gear and workflows most engineers only read about

This role sits at the intersection of support, solutions, and broadcast engineering. Strong performers grow into Solutions Engineering, Technical Account Management, or Senior Support roles within TVU’s global organization.

TVU Networks is an equal opportunity employer. We are committed to building a diverse and inclusive team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.

Ingeniero de Soporte,…