Technical Support Engineer (OEM)

Job title: Technical Support Engineer (OEM)
Location: Sydney, Australia (Ultimo)
Department: Global Support
Reports to: Director of Worldwide Support
Job opening posted: 21 November 2018
To apply: Complete short application and upload your resume (No phone calls, please)

Company

Audinate Group Limited (ASX:AD8) is a publicly traded company listed on the Australian Stock Exchange with subsidiaries in the US, UK, and Hong Kong. Audinate is the leading provider of professional digital audio networking technologies globally for the professional Audio/Visual (AV) industry. Audinate’s Dante® technology provides a complete audio over IP (AoIP) networking solution replacing legacy analogue copper with Ethernet networks. Dante solves the problem of sending high quality media content in real time with perfect synchronization and no perceptible latency over multi-use IP networks. Using Dante-enabled products assures interoperability between audio devices and allows end users to enjoy high quality, flexible audio solutions typically with a lower total cost of ownership compared to analogue installations. Audinate has grown its customer base to over 400 original equipment manufacturer (OEM) brands, including many of the world’s leading professional AV equipment brands.

Position Summary

As a result of ongoing growth, we have a newly created opportunity for a Technical Support Engineer (OEM). As a Technical Support Engineer (OEM) you will you will be responsible for providing 2nd level technical support to a global customer base.  These will primarily be engineering teams at AV equipment manufacturers, though may involve AV consultants and System Integrators implementing Audinate branded software and hardware.

You will become an expert in our manufacturer product range, which includes the BrooklynII, UltimoX and Broadway chips and modules as well as our IP core range solution. You will own the the resolution of complex technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction.

Key Responsibilities:

  • Serve as the technical interface between our Field Application Engineers (FAEs) around the world, who provide the 1st level of engineering support to manufacturers, and the Engineering team in Sydney
  • Investigate, debug and reproduces issues, provide workarounds where possible and/or escalate issues with the Engineering team for fixing in a future release
  • Provide engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure our OEM products & solutions perform within optimal design specifications
  • Generate technical material such as tech. notes and C-based coding examples based on Audinate’s APIs to help manufacturers develop Dante into their products effectively
  • Own the resolution of support cases in Salesforce and JIRA and will contribute to meeting response and resolution KPIs

Requirements

Successful applicants will have:

  • Bachelor's degree in Computer / Software / Electrical Engineering or similar discipline
  • 5+ years relevant experience

Skills:

  • C / C++ programming
  • Development / troubleshooting on various OS platforms (Windows, macOS, Linux)
  • Communication protocols and interfaces such as SPI, UART, I²S and I²C
  • Ethernet & IP network fundamentals (e.g. DHCP, DNS, Subnets, VLANs, Multicast, QoS, etc.)
  • Experience working in a customer-facing and/or field role
  • Extensive technical problem-solving skills
  • Strong communication skills, both written and verbal

Desirable:

  • Some experience with embedded software development
  • Experience with the AV products and industry
  • Some understanding of electronics hardware design

NOTE: Though not a core requirement of the role, there may be a need for some international travel.

Apply Now
Complete short application and upload your resume
(No phone calls, please)