The Customer Success Engineer (CSE) combines robust technical expertise with a customer-focused approach to deliver an outstanding post-sale experience, from onboarding through day-to-day operations and product support. Through hands-on guidance and proactive engagement, the CSE enables customers to maximize the value of their investment in Haivision's broadcast solutions.This role requires solid expertise in networking, video distribution technologies, streaming protocols, and broadcast workflows.The position includes working non-standard schedules to support global customer operations, including evening and night shifts, as well as regular weekend hours as part of the standard work schedule. Periodic travel to customer sites is also required for onboarding, key deployments, and onsite support. Participation in a 24/7 on-call rotation is expected to ensure continuous support coverage.DUTIES AND RESPONSIBILITIES:Customer Onboarding & CommissioningAct as the technical lead for commissioning Haivision's broadcast video solutionsConfigure, deploy, and troubleshoot systems both remotely and onsiteSupport project managers in defining timelines and scope of workDevelop and maintain technical documentation for deployed solutionsProvide regular project updates and maintain records in project tracking toolsDevelop training materials and deliver technical training to partners and end usersSupport pre-sales engineering activities for large or strategic projectsAssist with proof-of-concept (POC) deployments for key customersTechnical Support & TroubleshootingRespond to customer inquiries via phones, tickets, email, and web channelsDiagnose and resolve network, streaming, and hardware/software issuesDocument all customer interactions in Salesforce Service CloudCollaborate with Technical Support, Product Management,



and Engineering teams to resolve and elevate issuesTrack, document, and escalation bugs and feature requestsCustomer Enablement & Solution OptimizationDeliver technical training and best practice workshopsProvide configuration guidance and system optimization recommendationsMonitor system performance, perform upgrades, and proactively identify risks and improvementsOnsite & On-Call SupportProvide onsite support for critical issues and strategic customer events as neededWork non-standard hours, including evenings, nights, and scheduled weekend shiftsParticipate in a 24/7 on-call rotation to support mission-critical environmentsProvide feedback to Product Management and Engineering to improve product quality and usabilityDevelop and maintain technical documentation, guides, and FAQsStay current with industry trends and emerging video technologiesRequired Qualifications & SkillsTechnical Expertise3+ years in technical support, solutions engineering, or customer successSolid understanding of video streaming technologies and IP-based transmissionExperience with cellular, LAN, and WAN video distributionStrong knowledge of UDP, TCP, RTP, and related protocolsGood understanding of IP networking, multicast, firewalls, NAT traversal, and VPNsExperience with network troubleshooting toolsHands-on experience with Linux systems, CLI tools, and scriptingFamiliarity with cloud platforms (AWS, Azure, Google Cloud)



and virtualized environmentsKnowledge of SRT, SDI, NDI, SMPTE 2110, AES-67, and broadcast workflows is an assetExperience with APIs, automation tools, and monitoring solutionsSoft Skills & Work RequirementsStrong analytical and troubleshooting skills with a structured approachExcellent written and verbal English communication skillsCustomer-focused mindset with strong service orientationSelf-motivated with the ability to manage multiple prioritiesStrong collaboration and continuous learning mindsetAdaptable and open to new technologies and processesHigh attention to detail and accuracyAbility to work scheduled weekend shifts and participate in on-call rotationsWillingness to travel internationally for onsite support as requiredABOUT HAIVISIONHaivision Systems Inc. ("Haivision") (TSX: HAI), a leading global provider of mission-critical, real-time video networking and visual collaboration solutions.Haivision is a leading global provider of mission-critical, real-time video networking and visual collaboration solutions. Haivision enables organizations globally to engage audiences, enhance collaboration, and support decision-making. Haivision provides high-quality, low-latency, secure, and reliable live video at a global scale. Haivision open-sourced its award-winning SRT low-latency video streaming protocol and founded the SRT Alliance to support its adoption. Awarded four Emmys® for Technology and Engineering from the National Academy of Television Arts and Sciences, Haivision continues to fuel the future of IP video transformation. Founded in 2004, Haivision is headquartered in Montreal and Chicago with offices, sales, and support located throughout the Americas, Europe, and Asia. To learn more, visit Haivision at www.Haivision.Com.

📌 Customer Success Specialist (Montreal)
🏢 Haivision
📍 Montreal