Onboarding Engineer

The Editorial Support Engineer Position will be responsible for walking new clients through the onboarding process, including the installation of our software/education about the platform. This position will also help the development of the Onboarding process to add new workflows, and assist the Client Support Team with escalated support requests when needed. Editorial Support Engineers must be well-versed in the world of creative media software/hardware and be able to work with clients to understand how to use Evercast with their systems.

• Member of the Professional Services Onboarding Team offering custom engineering and  
  configuration.
• Collaborates with product management on new editorial workflows.
• Participates in documenting and crafting new use onboarding workflows.
• Assists Client Support with escalated service issues or complicated situations.
• Teach, and mentor Client Support Agents.
• Participates in industry and other professional networks to ensure awareness of industry  
  standards, trends, and best practices in order to strengthen organizational and technical  
  knowledge.
• Understands and adheres to client service standards and internal procedures to ensure  
  all work items are completed accurately and all client requests are responded to timely  
  and appropriately.
• Remote into clients' systems, while maintaining a level of discretion and confidentiality.
• Effectively communicates with management keeping them informed of all necessary  
  information regarding needs.
• Recommends changes to existing procedures as necessary, and may participate in the  
  development and implementation of such changes.
• Manages onboarding and client escalation workflow to maximize efficiency.
• Creates and/or assists with writing documentation, instructions, or procedures.

• Two+ years of editorial experience in the production and or post-production environments.
• Experience in editorial, video editing, sound editing, and/or have knowledge of NDI,  
  Pro-tools, AVID, OBS, Media Composer, and Premiere are preferred.
• Experience with CRM (customer relationship management) and ticketing systems such  
  as HubSpot, Jira, Salesforce, Zendesk, etc. is preferred.
• Technical troubleshooting customer experience is required.
• Prior experience/knowledge of the Hollywood industry (roles, terminology) is required.
• Proficiency in Microsoft and Apple Operating Systems.
• Proficient in troubleshooting networking/internet systems and issues preferred.
• Have strong interpersonal skills (both written and oral), excellent phone etiquette,  
  strong listening skills, and am detail-oriented.
• Ability to develop a strong rapport with clients early on in customer interaction.
• Demonstrate ability to transition escalated client inquiries into positive successful interactions.
• Possess a positive and patient outlook, think creatively, be flexible, and embrace change.
• Work in a fast-paced, results-oriented environment.
• Enjoy/thrive on autonomy and be results focused.
• Works well within a team environment, is also self-sufficient, can work independently, and utilize downtime effectively.
• Be open and receptive to constructive feedback from Team Leaders, Management, and peers.

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**THIS IS A REMOTE POSITION**

**MUST BE USA OR CANADA BASED**

**NO SPONSORSHIP AVAILABLE**

**FLUENCY IN SPANISH IS A PLUS**

We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Mission driven: We are not just another startup — we’re a group of passionate individuals who truly care about creatives. We believe that creativity brings people together from around the world, and our software exists to facilitate creatives working together, no matter where they are.
• Impact: We encourage every employee to push the envelope. Our best ideas come from out-of-the-box-thinking and innovation.
• Compensation: Competitive pay based on the work you do, not your previous salary.
• Benefits + perks: 100% remote, top-tier health insurance for US employees, generous paid time off