• Perform callflow minor updates and upgrades • Resolve clients' issues in a timely manner • Clarify incoming requests with customers • Create and route tickets to L2 Engineer • React to call alerts promptly • Follow support procedures • Acknowledge alerts from OpsGenie • Implement fixes of L1/L2 level according to procedures

Role Description Bentley Systems has exciting opportunities for a skilled professional with deep expertise in reality model generation, photogrammetry, and context capture technologies. This role involves creating precise 3D models from drone photos and working closely with the development team to ensure seamless integration into our solutions. - Produce high-quality reality models using drone imagery. - Leverage Bentley Systems OpenTower iQ for automated reality model generation and ContextCapture for processing imagery and point clouds. - Manage large datasets and streamline workflows for efficient model production. - Collaborate with User Success, QA, and Delivery teams to integrate reality models into projects. - Ensure accuracy, scalability, and compliance with project requirements. - Diagnose and resolve technical issues related to reality modeling processes. - Work with development team to create detection solutions including image annotations etc. Qualifications - Proven experience in reality modeling and photogrammetry workflows. - Hands-on experience with ContextCapture or similar software. - Strong understanding of 3D modeling, geospatial data, and point cloud processing. - Familiarity with data visualization tools. - Excellent problem-solving skills and attention to detail. Requirements - Knowledge of LiDAR processing and drone-based data acquisition (nice to have). - Experience with RTK and GCP data processing (nice to have). Benefits - A great Team and culture. - An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction. - An attractive salary and benefits package. - A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups. - A company committed to making a real difference by advancing the world’s infrastructure for better quality of life. - Training and professional development opportunities (certifications programs, conferences etc.). - Additional annual leave days and extra paid days for different occasions (marriage, moving day, bereavement leave etc.). - Health insurance package and accidents insurance 24/7. - Referral program with bonuses. - Extra paid day for volunteering in the organization of your choice. - Ability to work from office or fully remote from home.

Title: Service and Support Engineer Location: Santa Clarita, CA, USA - Remote Job Description: RIEDEL Communications is the leading provider of live production tools in the media, sports and entertainment sectors. To cover our customers' needs holistically, we are divided into three business units: Product Division, Managed Technology & Riedel Networks. Our Product Division develops, produces and distributes audio, video, IT and communication solutions. With our live production tools for the media, sports, entertainment and corporate industries, we deliver a wide range of high-quality and state-of-the-art products that are among the most innovative of their kind in the industry. Join us as a Service and Support Engineer on this exciting journey and experience the fascination of Riedel Communications in action. Overall Objective: The Service and Support team is part of the Customer Success organization within the Riedel Product Division, which designs, manufactures, and distributes pioneering real-time networks for video, audio, and communications. Its products are used worldwide for broadcast, pro-audio, events, sports, theatre, and security applications worldwide. The team is at the heart of our post-sales customer success journey and manages all post-sales delivery and support requirements. These include but is not limited to engaging with customers on technical support tickets, product commissioning, training, diagnosing hardware and software issues, raising R&D tickets, and coordinating the repair or replacement of customer devices. The team is also responsible for the configuration, maintenance, scheduling, and delivery of our demonstration equipment for tradeshows and customer qualification, as well as maintaining our lab systems in our Santa Clarita, CA office. Working as a Service and Support Engineer is an engaging and collaborative role in the organisation with multiple internal stakeholders including Sales Managers, Pre-Sales Engineers, Product Experts and R&D, to name a few. The Service and Support Engineer’s overall key objective is providing direct customer support for our products and solutions, while also successfully delivering on-site (and remote) post-sales commissioning and training services. KPI's: - Customer Satisfaction: NPS and CES - Customer Support Case Metrics (Response time, Aging) - Project On-time Delivery Responsibilities: - Manage and take ownership of Customer Support cases - Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend - Support customers with remote online sessions when needed - Reproduce issues on service lab equipment - Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge, technical acumen, and technical sales skills - Champion KCS principles, educating and coaching support staff on effective knowledge creation and maintenance - Develop and maintain knowledge base articles, user documentation, and guides to support products and services - Utilize the knowledge base to efficiently resolve customer issues - Maintain, configure, and schedule use of lab systems for all the larger remote Customer Success teams - Maintain, configure, schedule, and deliver demo equipment and solutions for customers and tradeshows, while managing inventory and availability - Deliver commissioning and training services sold on projects against scope and schedule, ensuring successful project delivery - Advise Management on project and support case status, risks and mitigation - Research and promote additional business opportunities, solutions, and services sales to the client and sales team - Act as market and industry aware collaborator providing information on competition and market trends Profile: Skill Level - Experienced professional Education - Bachelor’s degree or equivalent program related to information technology, SW/EE engineering, computer science, or related field. Professional Record/Expertise - 4+ years of proven experience in a relevant market field, interacting with customers, ideally in the broadcast and entertainment Audio/Video market - Knowledge of communication, digital audio technologies and standards (AES3, AES67, ST 2110, NMOS, PTP) - Knowledge of video technologies and standards (SDI, ST 2110, ST 2022-7, NMOS, PTP) - Knowledge of IP technologies and standards (VM, TCP, UDP, IGMP, VLAN, PTP, with Cisco, Arista, or NETGEAR certification preferred) - Knowledge of cloud-based media streaming technologies (RTMP, SRT, JPEG-XS, MXF, etc) and knowledge of public cloud provider technologies and infrastructure such as AWS, Azure, Google - Technical and operational knowledge of live production equipment (software production switchers, instant replay, video review, etc.) - Knowledge of fiber optic systems and RF systems - Knowledge and experience with both development and CRM tools and software (Salesforce, Atlassian Jira/Confluence preferred) - Excellent communication & presentation skills, with strong knowledge of PowerPoint, Word, Excel - Attention to detail and a strong work ethic - Ability to work independently, while contributing to a team environment collaborating across departments - Understanding of knowledge management principles and methodologies - Proficiency with Learning Management Systems, Knowledge Base software, and/or CRM platforms preferred - KCS v6 Practices certification highly desirable - Proven ability to create clear, concise, and engaging content for diverse audiences - Mobility and willingness to travel – lives within reachable proximity of a major airport. Language Skills - English (fluent) - Spanish preferred - French or Portuguese a Plus - Grow with us! Become part of our team! We offer you an exciting field of activity with a lot of personal responsibility and opportunities to grow! We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

• Provide front-line technical and customer support across multiple channels • Respond to customer enquiries about products and services through online messages, email, and phone. • Provide front-line support across technical, service, delivery, and logistics-related enquiries. • Create and manage customer support tickets to track progress and resolution of customer queries. • Troubleshoot questions relating to setup, configuration, maintenance, delivery, and logistics. • Redirect customers to the appropriate agency or internal department where required. • Escalate customer complaints or unresolved issues to the relevant support team. • Arrange appointments and follow up with customers after initial contact where needed. • Maintain accurate records of customer interactions, actions taken, and next steps. • Provide general customer support across a range of operational and service-related matters. • Ensure inbound and outbound communication reflects a professional, responsive, and customer-focused standard. • Support continuity across support functions as a floating resource where required. • Other position-level duties as they arise.