Customer Success Solutions Specialist

Live Video ContributionVideo WallISR VideoIPTV DistributionSRT StreamingEncoders & DecodersMobile Video Transmitters

A complete video wall system for situational awareness and real-time decision-making in mission-critical environments.

Live Video ContributionVideo WallISR VideoIPTV DistributionSRT StreamingEncoders & DecodersMobile Video Transmitters

A complete video wall system for situational awareness and real-time decision-making in mission-critical environments.

Live Video ContributionVideo WallISR VideoIPTV DistributionSRT StreamingEncoders & DecodersMobile Video Transmitters

A complete video wall system for situational awareness and real-time decision-making in mission-critical environments.

Live Video ContributionVideo WallISR VideoIPTV DistributionSRT StreamingEncoders & DecodersMobile Video Transmitters

A complete video wall system for situational awareness and real-time decision-making in mission-critical environments.

Live Video ContributionVideo WallISR VideoIPTV DistributionSRT StreamingEncoders & DecodersMobile Video Transmitters

A complete video wall system for situational awareness and real-time decision-making in mission-critical environments.

Live Video ContributionVideo WallISR VideoIPTV DistributionSRT StreamingEncoders & DecodersMobile Video Transmitters

A complete video wall system for situational awareness and real-time decision-making in mission-critical environments.

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.

Responsibilities Customer Onboarding & Commissioning
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 elevate

issues

Track, document, and elevate 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

Skills And Qualifications
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 tec