Technical Support Engineer - Americas, Reuters

In this role, you will serve as a trusted advisor to customers, guiding them through pre-sales technical consultations to implementation while offering expert support for complex technical issues.

Requirements

• Bachelor's degree in computer science, engineering, media technology, or a related field
• Industry certifications are a plus
• Over 5 years of experience in a relevant role
• Experience in a sales environment, preferably in technical sales, is a plus
• Expertise in fundamental technology and network concepts, as well as IT security best practices
• Strong background in media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows
• Experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs)
• Experience in service and support within the broadcast and new media industries
• Familiarity with video standards, compression technologies, DRM, and OTT platforms
• Ability to work with global virtual teams to deliver projects and resolutions
• Familiarity with Service Management processes such as incident, major incident, problem, and change management is required. Six Sigma or ITIL certifications are a plus
• Languages spoken: English (required); additional languages are a bonus (optional)
• Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow

Benefits

• Industry-Leading Benefits: comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset
• Career Development and Growth: fostering a culture of continuous learning and skill development, preparing talent to tackle tomorrow’s challenges and deliver real-world solutions
• Culture: globally recognized and award-winning reputation for inclusion, innovation, and customer-focus
• Hybrid Work Model: flexible hybrid working environment (2-3 days a week in the office depending on the role) for office-based roles while delivering a seamless experience that is digitally and physically connected
• Social Impact: making an impact in the community with the Social Impact Institute, offering employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives