Freelance Demo Artist, Trainer & Technical Commissioner-Hyperconverged, Ultrix & Switchers

Company Overview

Ross Video specializes in the design of products and solutions for the professional broadcast market. We manufacture and support a wide range of innovative products for use in broadcast, distribution, live event and production applications. Ross Video products have sold into more than 100 countries. Visit www.rossvideo.com to learn more.

Position Overview

The Technical Commissioner and Trainer – Hyperconverged and Ultrix is responsible for the installation, configuration, commissioning, integration, troubleshooting and customer training of Ross Hyperconverged, Ultrix and Ross switcher solutions, including Carbonite and HyperMax, at customer locations globally.

The role requires fluent spoken Spanish, along with strong English communication skills, to support customers and project teams across applicable regions. This role requires strong knowledge of broadcast infrastructure, IP networking and signal-flow design, along with the ability to understand how Ross systems operate within a larger production environment.

The position is responsible for ensuring that systems perform as specified, that customers understand their operation, and that all project documentation is complete and accurate. This key individual works closely with Sales, Project Management, Product Management and Technical Services to deliver the Ross Superior Customer Experience.

Duties, Responsibilities and Accountability

Primary Activities

• Provide onsite, off-site and remote installation, commissioning, integration and training services.
• Complete required project, commissioning, daily and wrap-up documentation.
• Provide customer and technical service for Ross Hyperconverged, Ultrix and switcher solutions, including Carbonite and HyperMax.
• Troubleshoot system, network, signal-flow and configuration issues at customer facilities.
• Coordinate with Sales, Project Management, Technical Services, Product Management and other stakeholders throughout the project lifecycle.

Secondary Activities

• Provide technical support to the implementation team, as required.
• Assist with product demonstrations, internal training, tradeshows and other customer-facing events, as needed.
• Maintain current product knowledge and participate in ongoing technical development.
• Perform other related duties as required.

Customer Training

• Deliver onsite, off-site and online/remote training for Hyperconverged and Ultrix systems.
• Train customers on system architecture, configuration, operation, monitoring, maintenance and troubleshooting.
• Explain signal flow, routing concepts, IP connectivity and system dependencies in a clear and practical manner.
• Prepare training equipment and confirm that the training environment is operational before each session.
• Adapt delivery to the customer’s technical background, workflow and operational requirements.
• Provide customer feedback to the Manager, Product Management and Technical Services regarding product operation, features, documentation and roadmap needs.
• Support teammates technically and operationally and contribute to internal knowledge-sharing activities.
• Deliver customer training on the operation, configuration, workflow integration and troubleshooting of Carbonite and HyperMax switchers, in addition to Hyperconverged and Ultrix systems.

Commissioning & Technical Services

• Review project scope, site readiness, equipment lists, network information and customer requirements before arriving onsite.
• Perform software installation, system configuration, upgrades and verification for assigned Ross solutions.
• Commission Hyperconverged systems, including system health, compute and storage resources, network connectivity, interfaces and applicable redundancy or failover functions.
• Commission Ultrix systems, including frames, blades, modules, signal paths, routing, monitoring, control interfaces and related system components.
• Validate system performance, signal integrity, timing and synchronization, network communication and integration with customer equipment.
• Apply sound IP and broadcast engineering practices, including appropriate subnetting, multicast, VLAN, QoS, PTP and 2110 considerations where applicable.
• Execute functional tests and customer acceptance activities, identify gaps, and document results and outstanding items.
• Provide clear status updates, raise unusual problems promptly and use sound judgment when making onsite decisions.
• Resolve issues by collecting, recording and analyzing information, logs, test results and customer requirements.
• Maintain the technical integrity of the customer commissioning experience and provide complete documentation before project closeout.
• Commission and configure Carbonite and HyperMax switchers, including system setup, control panels, inputs and outputs, signal routing, keying, transitions, effects and integration with related production systems.
• Validate switcher functionality, signal flow, control interfaces, system communication and integration with customer workflows.
• Troubleshoot Carbonite and HyperMax hardware, software, configuration, signal-flow and control issues during commissioning and customer support activities.

Job Requirements

Knowledge/Education/Training

• Technical diploma, degree or equivalent experience in broadcast technology, electrical engineering, computer networking, information technology or a related field.
• Strong knowledge of broadcast systems, signal flow and production workflows.
• Strong working knowledge of IP networking, including TCP/IP, subnetting, multicast, VLANs and basic network troubleshooting.
• Knowledge of PTP, SMPTE ST 2110, SMPTE ST 2022-6 and other IP media technologies is a strong asset.
• Knowledge of Ross Ultrix, Hyperconverged solutions, Carbonite and HyperMax switchers, or comparable broadcast infrastructure, is strongly preferred.
• Excellent verbal and written communication skills in English. Fluency in spoken Spanish is required; knowledge of additional languages is an asset.
• Project management or customer-facing implementation experience is an asset.

Traits

• Well organized, detail-oriented, positive, determined and able to manage multiple projects simultaneously.
• Able to understand an entire system, identify potential problem areas and work proactively to resolve them.
• Resourceful, analytical and comfortable working with a high degree of ambiguity.
• Able to maintain healthy relationships with customers and communicate clearly with technical and non-technical audiences.
• Able to work effectively as part of a team and independently.
• Able to function effectively in high-pressure situations and adapt to changing project requirements.
• Able to learn quickly and maintain current technical knowledge.

Experience

• Strong troubleshooting, debugging and root-cause analysis skills.
• Hands-on experience commissioning, integrating or supporting broadcast switchers, routing systems, IP media systems, servers or converged infrastructure.
• Experience reading system diagrams, network diagrams, equipment lists and technical documentation.
• Familiarity with system logs, monitoring tools, test equipment and network diagnostic tools.
• Knowledge of Ross Video products and workflow solutions is a definite asset.
• Strong organizational, prioritization, documentation and problem-solving skills.
• Strong interpersonal and observational skills with a customer-focused approach.
• Experience in live sports, live production, broadcast or other mission-critical environments is an asset.

Other

• Valid driver’s license.
• Current passport.

Physical Demands

• Possible heavy lifting when moving or setting up equipment.
• Willingness to travel, including short-notice and international travel.

Work Environment

• Onsite or online where services are required.
• Various customer locations, including broadcast studios, control rooms, educational facilities, houses of worship, sports arenas and tradeshows.