Sr. Solution Delivery and Support Engineer

Sony Electronics Inc. islooking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion. In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly "Free Fridays", and early shutdowns on Fridays throughout the year (including half-days during the summer).

So, if you want to join a "Best Place to Work" company and make the world say wow, let's talk.

We are looking for a talented and experienced Sr. Support and Solution Service Engineer to join our Service Engineering team. Our mission is to deliver exceptional products and solutions that meet our customers' needs, ensuring their success and satisfaction. At Sony, we prioritize innovation, excellence, and a customer-centric approach.

The Sr. Support and Solution Service Engineer plays a critical role in both pre-sales and post-sales activities, ensuring that customers receive comprehensive technical support and seamless integration of Sony's Networked Live products. This position involves close collaboration with the sales team to identify customer needs and provide tailored solutions, as well as ongoing technical support to ensure successful deployment and operation of our products.

This technically challenging role is based in our San Jose, CA office and will primarily involve working with international teams and supporting customers across the USA and Canada.

Responsibilities

• Pre-Sales Support:

  • Work with the sales team to understand customer requirements

  • Support technical demonstrations and proof-of-concept activities to showcase product capabilities.

  • Assist in creating technical proposals, tender responses, and solution architecture documentation.

  • Provide expert advice during customer meetings and discussions to address technical queries.

• Post-Sales Support:

  • Serve as the primary technical point of contact for customers post-sales, providing support for deployment, configuration, and troubleshooting of products.

  • Manage and deliver solution implementation projects, ensuring timely and successful deployment.

  • Provide on-site and remote support to diagnose and resolve technical issues.

  • Document support cases, technical issues, and resolutions thoroughly.

• Customer Success:

  • Maintain high levels of customer satisfaction through proactive communication and problem resolution.

  • Monitor customer environments to anticipate potential issues and provide preemptive solutions.

  • Advocate for customers within the company to ensure their needs are addressed and they receive the best possible support.

Minimum Requirements

• Bachelor's degree in electrical engineering, Computer Science, or a related field.

• 10+ years of experience in a technical support, solution delivery, or systems engineering role, preferably in the media transport or broadcast infrastructure industry.

• Post Sales Sustaining Engineering experience of Sony or related products.

• Strong knowledge of IP networking

• Experience with shell scripting (e.g., Python) for data migration and bulk data import

• Practical experience of troubleshooting in a Linux environment (Red Hat, CentOS).

• Experience with virtualization/containerization technologies (Hypervisors, VMware, Docker).

• Excellent troubleshooting and problem-solving abilities.

• Strong communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.

• Willingness to travel as needed for customer support and project delivery.

Preferred Skills

• Broadcast technologies, and media transport protocols.

• Practical experience of working with broadcast IP technologies (SMPTE ST 2022, SMPTE ST 2110, NMOS, AES67).

• Familiarity with REST-based interfaces is a plus.

• Experience with Nevion products, Sony IP-based products, or similar technologies is a strong plus.

The anticipated annual base salary for this position is $126,258.00 to 168,344.00.The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.In addition to a competitive base salary this position is also eligible for a bonus, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave after three months of employment, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave after six months of employment.

Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard torace, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

Disability Accommodation for Applicants to Sony Electronics Inc. and Sony of Canada ULC.

Sony Electronics Inc. andSony of Canada Ltd. provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email attalenthelp@am.sony.com, or you can mail your resume to: Sony Electronics, Human Resources Department, 16535 Via Esprillo, San Diego CA 92127.Please indicate the position you are applying for.