Who are we?
Techex is a UK based global leader in innovative IP and cloud broadcast solutions and software. Trusted by premier global broadcast and media customers with their most valuable live workflows, Techex transports and transforms the highest value live video over IP and in the cloud.
We build our own software, and partner with world-class technology companies who share our mission to pioneer the way IP and the Cloud are used in close collaboration with our clients.
Techex are entering a phase of accelerated global growth following significant investment, we are evolving and developing our talented team of experts whilst continuing to grow and expand Techex geographically and build on the strong customer relationships we already enjoy. This is an exceptionally exciting time to be joining Techex with scope for significant impact across the organisation.
What are we looking for?
In this newly created Engineering role, you will be supporting Techex solutions in some of the world’s largest broadcasters and streaming platforms. We are proud to count the likes of Sky, WBD, BBC, BT, NBC, Disney, Amazon and DAZN amongst our closest customers.
This role plays a key part in Techex’s global support model as we continue to expand our presence in North America and Canada.
As a Senior Support Engineer based in Canada, you will provide critical regional coverage for some of our most important customers, ensuring high-quality support during local hours while working closely with teams in the UK and other regions. You will be trusted to operate with a high degree of independence, taking ownership of customer platforms, live issues, and technical decisions when other parts of the organisation are offline. This is a role for engineers who are comfortable being accountable, enjoy solving problems end to end, and take pride in being a reliable technical authority for customers. As the team grows in the region, this role also offers the opportunity to shape how support operates locally, influence standards and ways of working, and grow into future technical or people leadership positions within Techex’s global engineering organisation.
The Senior Support Engineer role sees you in at the heart of the company in the Technical Team working in support with your number one objective to ensure customers are delighted throughout their experience with us.
We’re looking for a highly experienced engineering support specialist who loves to keep current with technology and who gets a buzz out of helping our customers, ensuring that their needs, questions and problems are documented, met and resolved while exceeding their expectations. The candidate will enjoy problem solving independently and working within the wider team, getting the right information in the right hands, ensuring the customer is happy and that service is maintained and/or quickly restored.
The Role
- Act as first responder for support requests via phone, Slack, Teams, and Helpdesk.
- Triage, prioritise, and resolve issues using deep technical expertise; conduct live investigations with customers.
- Manage maintenance of customer systems, ensuring minimal risk and regular checks.
- Become a subject-matter expert in relevant technologies and domains.
- Use Helpdesk tools to track incidents and meet SLA response times.
- Create and maintain documentation; deliver updates, training, and onboarding sessions.
- Lead service reviews and support kick-offs for new customers.
- Mentor team members and provide technical training to customers.
- Continuously develop skills through training and research; contribute to improving support processes.
- Provide end-to-end support for customer platforms and partner products.
- Collaborate with development teams and partners to implement fixes and features.
- Build strong relationships with customer engineers and manage complex support engagements.
- Participate in 24/7 on-call rotation for premium customers.
- Operate autonomously during regional coverage, making confident technical decisions and maintaining clear handovers.
- Demonstrate leadership in incident management and team mentoring.
- Take ownership of technical domains or accounts; drive continuous improvement as the team scales globally.
What you will need:
- Extensive demonstrable technical experience as a senior engineer with broad responsibilities across multiple environments.
- Effective verbal and written communication skills and a demonstrated ability to manage stakeholders in a collaborative and constructive manner.
- Knowledge of digital audio-visual standards.
- Understanding of real time transport protocols such as RTP, UDP, MPEG-TS, SRT, ZIXI, & RIST.
- Experience with virtualisation technologies and environments on premise or within public cloud.
- Experience deploying or manging/maintaining infrastructure in at least one of the following: AWS, GCP, Azure
- Linux server operating system experience.
- Experience of using network analysis/packet capture tools such as Wireshark
- Ability to manage, balance and prioritise tasks, and a strong initiative to complete tasks
- Self-motivation: ability to manage priorities, and strong initiative to accomplish tasks.
- Demonstrable passion for Media technology
- Excellent communication, presentation, planning and organisation skills.
Desirable skills and experiences
- BSc. in Engineering, Computer Science, or related IT field.
- AWS, Azure or GCP Certifications.
- Scripting & Automation e.g. Ansible, Terraform, Python
- IP Networking experience for broadcast or other real-time data environments
- Experience with Microsoft server operating systems
- Ability to use test equipment/software to analyse MPEG streams
- Experience of multicast network design and troubleshooting
- CCNP or higher/equivalent non-cisco qualification (Routing & Switching or Datacentre/SDN)
- Previous experience of PRTG or other network monitoring systems (NMS)
- Ability to work in an entrepreneurial, fast-paced, technically focused and agile environment
- Ability to build trust and long-term relationships
Our Values and Benefits
Techex has an impressive history with extremely high customer engagement and satisfaction. As a business we have developed consistently through our stellar reputation in the industry and our core five values of Accountability, Respect, Trust, Innovation and Integrity are vital to our success. We seek out individuals who enjoy developing their professional skills and are always learning new things whilst supporting and sharing their learnings with others.
We look for candidates who are aligned to our values and who can amplify these more broadly as our business grows.
Techex is entering a period of accelerated growth, so we seek out talented professionals who are keen to scale up with Techex as we grow fast, whilst maintaining our focus of delivering world class support for our customers.