The Customer Success Engineer (CSE) combines strong 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 & Commissioning

Act as the technical lead for commissioning Haivision’s broadcast video solutions

Configure, deploy, and troubleshoot systems both remotely and onsite

Support project managers in defining timelines and scope of work

Develop and maintain technical documentation for deployed solutions

Provide regular project updates and maintain records in project tracking tools

Develop training materials and deliver technical training to partners and end users

Support pre-sales engineering activities for large or strategic projects

Assist with proof-of-concept (POC) deployments for key customers

Technical Support & Troubleshooting

Respond to customer inquiries via phones, tickets, email, and web channels

Diagnose and resolve network, streaming, and hardware/software issues

Document all customer interactions in Salesforce Service Cloud

Collaborate with Technical Support, Product Management,



and Engineering teams to resolve and elevate issues

Track, document, and escalation bugs and feature requests

Customer Enablement & Solution Optimization

Deliver technical training and best practice workshops

Provide configuration guidance and system optimization recommendations

Monitor system performance, perform upgrades, and proactively identify risks and improvements

Onsite & On-Call Support

Provide onsite support for critical issues and strategic customer events as needed

Work non-standard hours, including evenings, nights, and scheduled weekend shifts

Participate in a 24/7 on-call rotation to support mission-critical environments

Provide feedback to Product Management and Engineering to improve product quality and usability

Develop and maintain technical documentation, guides, and FAQs

Stay current with industry trends and emerging video technologies

Required Qualifications & Skills
Technical Expertise

3+ years in technical support, solutions engineering, or customer success

Solid understanding of video streaming technologies and IP-based transmission

Experience with cellular, LAN, and WAN video distribution

Strong knowledge of UDP, TCP, RTP, and related protocols

Good understanding of IP networking, multicast, firewalls, NAT traversal, and VPNs

Experience with network troubleshooting tools

Hands-on experience with Linux systems, CLI tools, and scripting

Familiarity with cloud platforms (AWS, Azure, Google Cloud) and virtualized environments





Knowledge of SRT, SDI, NDI, SMPTE 2110, AES-67, and broadcast workflows is an asset

Experience with APIs, automation tools, and monitoring solutions

Soft Skills & Work Requirements

Strong analytical and troubleshooting skills with a structured approach

Excellent written and verbal English communication skills

Customer-focused mindset with strong service orientation

Self-motivated with the ability to manage multiple priorities

Robust collaboration and continuous learning mindset

Adaptable and open to new technologies and processes

High attention to detail and accuracy

Ability to work scheduled weekend shifts and participate in on-call rotations

Willingness to travel internationally for onsite support as required

ABOUT HAIVISION
Haivision 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.

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📌 Customer Success Specialist (Quebec City)
🏢 Haivision
📍 Quebec City