Customer Service Engineer (Y11)

Full time – Denver


Main Responsibilities 
  •   Provide first and second level support to customers.
  •   Be the primary contact for Broadpeak customers and for Broadpeak Support for escalation of support issues and follow through to resolution.
  •   Ensure the compliance to the SLA contractual commitments towards our customers in terms of response time, service continuity and final resolution delay.
  •   Perform regular preventive maintenance tasks to maximize our customer’s Quality of Service, and pro-actively propose improvement solutions.
  •   Report and track design, reliability and maintenance problems or bugs to design/software engineering.
  •   Upon request, manage on-site installation, commissioning and training services for new customers


Knowledge and Skill Requirements

Significant expertise in the following areas is desirable:

  •  Linux and Windows servers systems
  •  System and storage architecture
  •  IP network (including protocols, security and analysis tools)


Following knowledge will be appreciated:

  •  Streaming video technologies and ecosystem
  •  Script development (Bash, python, perl…)
  •  Shared storage system


  •  Positive and enthusiastic team player
  •  High sense of customer care
  •  Technical perseverance
  •  Able to operate with minimal supervision and a wide latitude for independent action


Working Conditions
  •  Based in Denver
  •  Be prepared to undertake both desk-based and out-of-business hours “on-call” tasks.
  •  Be willing to travel primarily within Americas as required.




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