Service & Support Engineer – Sydney

About the role

RIEDEL Communications provides live production tools for the media, sports and entertainment sectors, and its Technical Support team plays a key role in customers' success beyond the initial sale. As a Service & Support Engineer in Sydney, you combine technical support, troubleshooting, commissioning, training and customer consulting, working closely with customers, Sales, Pre-Sales, Product Management and R&D.

Key responsibilities

• Manage customer support cases from initial engagement to resolution, ensuring a professional and positive experience.
• Provide first- and second-line technical support via ticketing systems, remote sessions, phone support and occasional on-site visits.
• Investigate, reproduce and troubleshoot complex hardware, software, networking and system integration issues in laboratory and production environments.
• Deliver commissioning, training and technical consultancy so customers can deploy and operate Riedel solutions.
• Coordinate regional hardware repair and replacement to minimise service interruptions.
• Collaborate with Sales, Pre-Sales, Product Management, R&D and global Support teams to solve customer challenges and improve products and services.
• Support regional trade shows, demonstrations, customer events and proof-of-concept activities while maintaining demonstration equipment.
• Contribute to technical documentation, knowledge sharing and customer enablement, and give market and product feedback internally.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Software Engineering, Electrical Engineering or a comparable technical discipline.
• At least 2 years of experience in a customer-facing technical support, systems engineering, professional services or broadcast technology role.
• Fluent English; additional Asian languages such as Mandarin, Japanese or Korean are highly valued.

Required skills

• Solid understanding of professional media, communications and networking technologies, including IP networking, audio, video and transport standards.
• Strong troubleshooting and analytical skills, able to resolve complex technical issues independently.
• Experience with customer support, ticketing and collaboration platforms such as Salesforce, Jira and Confluence is advantageous.
• Excellent communication and presentation skills, self-motivated and able to manage multiple priorities across global teams.

What we offer

• Flexible working time system with mobile working in a hybrid model.
• Individual development and training opportunities.
• An inclusive, open working atmosphere and support for career development and mobility.