Technical Account Manager - Broadcast Networks (Job Req #2025-334) at Ross Video

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Full Time

Start Date

Immediate

Expiry Date

12 Jan, 26

Salary

0.0

Posted On

14 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

SMPTE ST 2110, PTP, Network Switch Configuration, IP Networking, Customer Engagement, Technical Support, Broadcast Technology, QoS, VLANs, Multicast Routing, Wireshark, NMOS, Cisco, Arista, Juniper, SalesForce

Industry

Broadcast Media Production and Distribution

Description

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you. As a member of the Technical Support department, the Technical Account Manager will provide expert guidance and ongoing support for key accounts and mid-tier clients operating complex IP-based broadcast networks. This role is responsible for strengthening customer relationships, monitoring support activity, identifying unresolved issues, and coordinating with internal teams to drive resolution—all while managing clear, consistent customer communication. The ideal candidate will have expertise in SMPTE ST 2110, PTP (Precision Time Protocol), and network switch configuration to ensure the seamless transport of video, audio, and data in broadcast environments. By bridging the gap between broadcast workflows and IP networking, this role is essential in driving successful outcomes across some of Ross Video’s most advanced client environments. Who you report to: Director, Services – Global Technical Support What we offer Ross offers competitive salaries and comprehensive health plans, as well as several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, employee share ownership program, development support and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we’ve got a pretty energizing environment here. What the job is all about: Customer Engagement & Advocacy Act as the primary technical liaison for advanced customer networking environments, advocating internally for customer needs, managing escalations and driving resolution of technical issues and enhancement requests. Lead regular service reviews and technical check-ins, presenting performance insights and strategic recommendations. Coordinate cross-functional support efforts across Field Services and R&D teams. Deliver tailored support strategies based on customer usage, technical trends, and operational goals. Provide remote and occasional on-site support for system configuration, integration, training, and troubleshooting of critical issues related to IP-based video and audio signal transport. Monitor support metrics and RMA data to identify patterns and refine support processes. Assist with upgrade planning, lifecycle management, and critical spare strategies. Broadcast Network Engineering & Support Assist in the design, deployment, and maintenance of SMPTE ST 2110-compliant IP broadcast networks with optimized switch configurations. Manage PTP synchronization and ensure low-latency, high-reliability media transport across hybrid infrastructures. Educate customers and internal teams on the SMPTE ST 2110 standard and best practices for implementation. Assess customer environments to identify vulnerabilities and recommend proactive system improvements. Collaborate with internal teams to align broadcast workflows with evolving network architecture standards Who you are: Technical Skills & Experience Technical diploma or degree in broadcast technology, computer science, or equivalent experience Minimum of 3 years’ experience in an IP-based broadcast environment Familiarity with Ross Video product ecosystems Strong knowledge of SMPTE 2110, NMOS, PTP, and multicast networking. Experience configuring and managing network switches (Cisco, Arista, Juniper, etc.) for broadcast applications. Understanding of QoS, VLANs, and multicast routing in a media-over-IP environment. Familiarity with network monitoring and troubleshooting tools such as Wireshark, IGMP snooping, and ST 2110 analysis. Ability to manage multiple assignments, set priorities, and adapt to changing conditions Strong communication and interpersonal skills with the ability to engage confidently with both technical and non-technical stakeholders. Proven ability to manage customer relationships, understand operational requirements, and resolve complex technical issues. Comfortable collaborating across departments and offering mentorship to peers. Organized and detail-oriented with a focus on quality documentation and follow-through. Able to work with a high level of autonomy as well as within a team Industry certifications such as CompTIA, Cisco CCNA/CCNP, Arista ACE, or equivalent. Experience conducting lab validation and developing reference workflows or test environments. Familiarity with SalesForce #LI-Remote Equity, Diversity & Inclusion At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.

Responsibilities

The Technical Account Manager will provide expert guidance and ongoing support for key accounts and mid-tier clients operating complex IP-based broadcast networks. This role is responsible for strengthening customer relationships, monitoring support activity, and coordinating with internal teams to drive resolution.