Service Account Manager

Introduction
Nevion’s technology manages and transports Video and Media from the camera to the home; providing an integrated software/hardware and service offering to give unmatched expertise as the leading provider of media transport solutions. Serving Broadcast, Service provider and Government agencies worldwide, Nevion provides SDN orchestration solutions (VideoIPath) for video, audio and data transport over IP networks and nextgeneration Broadcast Controller functionality, but also legacy optical Fiber and SDI or SDH topologies. Nevion’s software defined media nodes (Virtuoso FA, RE and MI) provide IP edge adaptation to position and transform media flows onto IP networks using redundant linear and compressed techniques for low latency, live real-time media delivery.

This prestigious position is within our Service Account Management Team within the Business Operations division of Nevion and offers post-sales technical support combined with a significant focus on key service account management to deliver efficient, outstanding customer success. Nevion is a wholly owned subsidiary of Sony and is headquartered in Norway with sales and support offices in the UK, Poland, Dubai, Singapore and China.

Function description
Nevion is seeking a Service Account Manager to be part of the international support team reporting to the Director of Global Customer Support. The position will be based in Gdańsk office in Poland and offers an opportunity to work in an enthusiastic, innovative team offering solutions to leading international media-based customers.

• Providing technical support to customers in IP networking and media transport systems with a strong IT and Broadcast working knowledge.
• Training of resellers and end-customers.
• Working in close contact with the Nevion Development and Product Management teams to optimize customer solutions
• Following up Service Level Agreements, fulfilling KPI obligations.
• Act as a primary point of contact for key service accounts, producing reports and attending regular meetings.
• Product and system testing for pre- and post-sales delivery.
• Ongoing 1st and 2nd line technical support of legacy equipment (training provided).
• Working in close contact with 1st line Support, R&D teams, Product Management and Global Sales teams to provide optimal support for our customers.

Technical Qualifications

• Technical Degree and/or experience in the Broadcast Engineering sector.
• Practical and theoretical experience in traditional broadcast technologies (Video, Audio and Data).
• Practical experience of working with broadcast IP technologies (ST2022, ST2110, NMOS, AES67).
• Network switch certifications and experience of configuring and troubleshooting Networking Infrastructure (Cisco, Arista and Mellanox/Nvidia switches).
• Practical experience of troubleshooting in a Linux environment (Red Hat, CentOS).
• Understanding of the OSI model.
• Experience in Database Administration.
• Experience with Splunk, Elastic Stack, Kibana and Prometheus.
• Experience with virtualization technologies (Hypervisors, VMware).
• Preferably Python scripting experience.

Personal Qualification

• Fluency in spoken and written English is a must as the official working language is English.
• Able to perform tasks independently.
• Self-motivated, enthusiastic and keen to learn.
• Flexible team player.
• Solution oriented.
• Systematic approach to problem solving.
• Excellent written and oral communications skills.
• Experience delivering consistently excellent customer service.

General Terms

• A salary commensurate with qualifications and experience.
• Pension contribution and other benefits are offered within the role.
• Some international travel activity is to be expected.
• Some requirements for working during unsociable hours is expected (additional remuneration).
• Successful candidates will be expected to join 24/7/365 on-call rota after a successful induction period (additional remuneration).
• Applicants must be legally eligible to work in the Poland at the point of applying.

Department:
ul. Trakt Sw. Wojciecha 237 B, Gdansk