It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
ABOUT AVID
Avid makes technology and collaborative tools so creators can entertain, inform, educate and enlighten the world. Our customers are the visionaries behind the most inspiring feature films, television programs, news broadcasts, televised sporting events, music recording and live concerts.
To learn how Avid powers greater creators or for more information, visit www.avid.com.
JOB SUMMARY
At Avid, every role has a significant impact and is an integral part of realizing our mission. Avid Customer Care is responsible for the provision of high quality technical and operational support for our software and solutions. Avid has a product range from low-end host based to high-end infrastructure solutions, including dedicated mixing surfaces, video editing, music production, postproduction, and broadcast news. Working in association with our Technical Marketing and worldwide Support and Engineering/Testing Team, Resellers as well as Avid’s (international) Support, the individual will be responsible for ensuring consistency of support standards throughout the territory to both Post and Video Production customer bases.
Please note this role is to be performed remotely (100% home office) as a night shift, to ensure alignment to EST time zone.
RESPONSIBILITIES AND DUTIES
- Provide expert technical support for professional post-production environments, with a focus on editing systems, shared storage, asset management, cloud workflows, and media production solutions.
- Troubleshoot complex editorial workflow issues involving ingest, transcoding, media management, project sharing, conform, delivery, and archive processes.
- Diagnose and resolve problems related to video and audio codecs, file formats, wrappers, frame rates, resolutions, color spaces, and media interoperability.
- Support customers throughout the complete post-production lifecycle, from acquisition and editing through finishing, distribution, and content management.
- Analyze workflow bottlenecks and provide recommendations for optimizing editorial efficiency, media handling, and system performance.
- Work within a global support team covering 24x7x365 operations.
- Create detailed case documentation and effective shift-to-shift handoffs for ongoing technical issues.
- Reproduce, isolate, and document software defects, workflow failures, and media-related issues for escalation to engineering.
- Collaborate with product specialists, engineering, and development teams to resolve complex customer environments and workflow challenges.
- Provide guidance on software upgrades, version compatibility, media migrations, and workflow changes.
- Ensure all customer cases are managed and communicated according to established Service Level Agreements (SLAs).
- Maintain visibility of critical customer issues through regular communication with internal stakeholders and management.
SKILLS
- Expert understanding of professional post-production workflows across editorial, finishing, media management, and content delivery.
- Strong hands-on knowledge of video editing platforms, including Avid Media Composer and other industry-standard NLE systems.
- Advanced understanding of video codecs, containers, compression technologies, transcoding workflows, proxies, and mezzanine formats.
- Thorough knowledge of media file formats, frame rates, resolutions, color pipelines, audio formats, and delivery specifications.
- Experience troubleshooting media-related issues including relinking, conform, playback performance, media corruption, and codec compatibility.
- Strong understanding of shared storage systems, asset management platforms, and collaborative editing environments.
- Familiarity with broadcast, streaming, OTT, and digital content production workflows.
- Excellent analytical and troubleshooting skills with the ability to isolate complex workflow and technical issues.
- Proven ability to own customer issues from initial investigation through final resolution.
- Strong written and verbal communication skills with the ability to explain technical concepts to both creative and technical audiences.
- Self-motivated, resourceful, and comfortable working independently in fast-paced production environments.
- Ability to rapidly learn new technologies, workflows, and emerging media standards.
QUALIFICATIONS
- BA, BSc, or equivalent practical experience in Media Production, Broadcast Technology, Film, Computer Science, Engineering, or a related field.
- Demonstrated experience supporting or operating professional post-production environments.
- Strong working knowledge of Avid Media Composer, Avid NEXIS, MediaCentral, and related workflow solutions preferred.
- Deep understanding of professional video and audio codecs (DNxHD, DNxHR, ProRes, H.264, H.265/HEVC, XDCAM, AVC-Intra, MXF, QuickTime, etc.).
- Experience with transcoding, media ingest, proxy workflows, file-based production, and content delivery pipelines.
- Understanding of editorial, online, finishing, color grading, and media archive workflows.
- Working knowledge of storage infrastructure, networking fundamentals, and troubleshooting in production environments.
- Familiarity with Linux, command-line tools, and scripting is an asset.
- Broadcast, studio, post-production facility, sports, news, or media technology experience is highly desirable.
- Excellent English verbal and written communication skills required; additional languages are an asset.
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
