Matrox Video

AV Technical Support Representative

Matrox Video  •  Dorval, CA / Québec, CA (Onsite)  •  21 days ago
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Job Description

Responsibilities:

An essential part of this role is a solid understanding of networking and video technologies as applied in professional AV environments. The candidate must demonstrate strong expertise in networking, video distribution technologies, video streaming protocols, and broadcast video workflows. Proficiency with network configuration for ProAV systems, including IGMP concepts, multicast traffic management, and the use of diagnostic tools such as Wireshark, is required. Candidates with equivalent ProAV or live streaming experience are also encouraged to apply. You will continue to develop further expertise with each client interaction.

  • Resolve hardware and software issues efficiently to minimize downtime.
  • Troubleshoot via telephone, email, and Teams to identify, analyze, and correct problems, or provide workarounds.
  • Perform on-site and remote commissioning and troubleshooting, with the possibility of being assigned to customer events or live broadcasts.
  • Reproduce and report Matrox software bugs; follow up with customers when fixes are available.
  • Triage customer issues to determine if RMA services are required.
  • Document all customer interactions to maintain accurate client histories.
  • Become a specialist on Matrox products to address a wide range of technical support needs.
  • Prepare and present internal product trainings and, when needed, at client locations.
  • Travel to customer sites to resolve complex system issues.

Qualifications:

  • DEC in Computer Science Technology, AEC or CEC in Network Management or Support, or equivalent.
  • Minimum of 3+ years of hands-on experience in AV/IP network environments or live broadcast and streaming deployments.
  • Strong expertise in networking, video distribution technologies, video streaming protocols, and broadcast video workflows.
  • Applied knowledge of IGMP, multicast routing, VLAN segmentation, and network optimization for AV-over-IP workflows.
  • Familiarity with streaming protocols such as RTP, RTSP, SRT, and NDI, and the ability to diagnose related network performance issues.
  • Excellent command of the English and French languages.
  • Valid passport and availability for international travel on short notice.
  • Highly motivated, with a passion for learning and skill development.
  • Previous technical support or customer service experience.

Assets:

  • Knowledge of additional languages: Spanish, Italian, Japanese, Mandarin, Hindi, or Arabic.
  • CTS certification (bonus, not required).
Matrox Video

About Matrox Video

Matrox Video has paved the way for video technology and innovation for over 45 years. As a market leader in designing software and hardware solutions for the broadcast and media, live entertainment, and AV/IT markets, Matrox Video combines engineering excellence with deep industry expertise to consistently deliver unique solutions that help our customers achieve their goals. Matrox Video works with global partners and customers to develop innovative products and provide superior support that address their business challenges and help them succeed. Since 1976, we have developed the reputation of continuously meeting customers’ need for innovative technology at the highest standards.

Today, we continue to thrive at the forefront of cutting-edge technology as we pioneer reliable, interoperable, and eco-friendly software and hardware such as encoders and decoders, IP KVM extenders, video wall controllers, broadcast developer, and infrastructure products for high-tech industries. As a video technology solutions provider in these ever-changing industries, our goal has remained the same since 1976: build exceptional products and technology that solve real-world issues and empower customers to achieve their goals.

Industry
Hardware & Semiconductors
Company Size
501-1,000 employees
Headquarters
Dorval, CA
Year Founded
1976
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