Customer Success Specialist

JOB PURPOSE

The Customer Success Engineer (CSE) combines strong technical expertise with a customer-focused approach to deliver an outstanding post-sale experience, from onboarding through day-to-day operations and product support. Through hands-on guidance and proactive engagement, the CSE enables customers to maximize the value of their investment in Haivision’s broadcast solutions.

This role requires solid expertise in networking, video distribution technologies, streaming protocols, and broadcast workflows.

The position includes working non-standard schedules to support global customer operations, including evening and night shifts, as well as regular weekend hours as part of the standard work schedule. Periodic travel to customer sites is also required for onboarding, key deployments, and onsite support. Participation in a 24/7 on-call rotation is expected to ensure continuous support coverage.

DUTIES AND RESPONSIBILITIES

Customer Onboarding & Commissioning

• Act as the technical lead for commissioning Haivision’s broadcast video solutions
• Configure, deploy, and troubleshoot systems both remotely and onsite
• Support project managers in defining timelines and scope of work
• Develop and maintain technical documentation for deployed solutions
• Provide regular project updates and maintain records in project tracking tools
• Develop training materials and deliver technical training to partners and end users
• Support pre-sales engineering activities for large or strategic projects
• Assist with proof-of-concept (POC) deployments for key customers

Technical Support & Troubleshooting

• Respond to customer inquiries via phones, tickets, email, and web channels
• Diagnose and resolve network, streaming, and hardware/software issues
• Document all customer interactions in Salesforce Service Cloud
• Collaborate with Technical Support, Product Management, and Engineering teams to resolve and escalate issues
• Track, document, and escalate bugs and feature requests

Customer Enablement & Solution Optimization

• Deliver technical training and best practice workshops
• Provide configuration guidance and system optimization recommendations
• Monitor system performance, perform upgrades, and proactively identify risks and improvements

Onsite & On-Call Support

• Provide onsite support for critical issues and strategic customer events as needed
• Work non-standard hours, including evenings, nights, and scheduled weekend shifts
• Participate in a 24/7 on-call rotation to support mission-critical environments

Collaboration & Continuous Improvement

• Provide feedback to Product Management and Engineering to improve product quality and usability
• Develop and maintain technical documentation, guides, and FAQs
• Stay current with industry trends and emerging video technologies

Required Qualifications & Skills

Technical Expertise

• 3+ years in technical support, solutions engineering, or customer success
• Solid understanding of video streaming technologies and IP-based transmission
• Experience with cellular, LAN, and WAN video distribution
• Strong knowledge of UDP, TCP, RTP, and related protocols
• Good understanding of IP networking, multicast, firewalls, NAT traversal, and VPNs
• Experience with network troubleshooting tools
• Hands-on experience with Linux systems, CLI tools, and scripting
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and virtualized environments
• Knowledge of SRT, SDI, NDI, SMPTE 2110, AES-67, and broadcast workflows is an asset
• Experience with APIs, automation tools, and monitoring solutions

Soft Skills & Work Requirements

• Strong analytical and troubleshooting skills with a structured approach
• Excellent written and verbal English communication skills
• Customer-focused mindset with strong service orientation
• Self-motivated with the ability to manage multiple priorities
• Strong collaboration and continuous learning mindset
• Adaptable and open to new technologies and processes
• High attention to detail and accuracy
• Ability to work scheduled weekend shifts and participate in on-call rotations
• Willingness to travel internationally for onsite support as required

ABOUT HAIVISION

Haivision Systems Inc. (“Haivision”) (TSX: HAI), a leading global provider of mission-critical, real-time video networking and visual collaboration solutions.

Haivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Haivision enables organizations globally to engage audiences, enhance collaboration, and support decision-making. Haivision provides high-quality, low-latency, secure, and reliable live video at a global scale. Haivision open-sourced its award-winning SRT low-latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, Europe, and Asia. To learn more, visit Haivision at www.haivision.com.

If you are a qualified and interested candidate for this position, please submit your resume to ***email_hidden***. Please indicate clearly which position you are applying for. We look forward to hearing from you.