Technical Support Specialist, LSO Playout

Position summary

The Technical Support Specialist helps establish dependable support for LSO Playout's planned cloud and local-plus-cloud workflows. LSO Workplace and LSO Playout are both coming soon; the immediate assignment is Playout pilot readiness, test-environment troubleshooting and operator guidance. Reporting to the Director of Product & Engineering, LSO Playout, you will learn the supported configurations and help engineering understand the problems prospective operators encounter.

You will investigate issues involving media files, schedules, connectivity, software configuration and supported video output devices. The role requires disciplined diagnosis and care around changes that could affect a customer's channel. You will collect useful evidence, reproduce failures where possible and explain safe next steps within approved support procedures. Support coverage and any scheduling requirements will be defined during hiring as the pilot and launch plan develops.

Responsibilities

• Develop an intake checklist that captures software version, deployment mode, media details and relevant output configuration.
• Reproduce reported issues in approved test environments and distinguish application defects from media, network or device problems.
• Collect logs and diagnostic evidence with customer authorization and appropriate handling of credentials and private content.
• Guide pilot operators through documented setup and troubleshooting steps within the tested support matrix.
• Escalate continuity or output-quality concerns promptly with clear severity, impact and reproduction details.
• Coordinate proposed configuration changes with the responsible operator and engineering team, recording recovery steps before execution.
• Write and improve troubleshooting articles based on verified solutions and recurring support questions.
• Review incident patterns with engineering and participate in pilot support rehearsals, including connectivity loss and recovery scenarios.

Required qualifications

• Experience in technical support, broadcast operations, media systems or a related troubleshooting role.
• Working knowledge of video formats, audio, streaming concepts and professional media workflows.
• Ability to diagnose software and connectivity problems using logs, reproducible steps and structured questions.
• Clear communication with operators under time pressure and careful documentation of technical findings.
• Sound judgment about authorization, customer access and changes that could interrupt output.
• Willingness to learn the tested hardware and software configurations and complete role-specific support training.

Preferred qualifications

• Experience supporting SDI or HDMI output devices, broadcast automation or multi-channel media systems.
• Familiarity with media inspection tools and desktop operating-system diagnostics.
• Experience writing support documentation or contributing to incident reviews.

Measures of success

• Pilot support cases contain enough evidence for effective diagnosis and engineering follow-up.
• Operators receive accurate guidance that reflects tested configurations and current limitations.
• Recurring issues produce better documentation, product fixes or explicit support boundaries.

First 90 days

Learn the Playout architecture, pilot scope and initial support matrix with the director and engineers. Set up a representative test workflow, practice diagnosing sample failures and draft intake and escalation procedures. Review customer-access controls, prepare initial troubleshooting articles and complete a support rehearsal covering output interruption and recovery before participating in approved pilot support.

Compensation

Proposed annual base salary of $70,000–$95,000 USD. The final offer will reflect relevant experience, qualifications and the agreed scope of the position, subject to approval. This range covers base pay only; any incentive compensation or benefits would be specified separately in an employment offer.

What to include in your application

Describe a media or software issue you diagnosed, the evidence you gathered and how you communicated with the operator. Explain how you protected service continuity while troubleshooting.