Service & Support Engineer - Sydney (m/f/d)

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.

As part of our Technical Support team, you play a key role in our customers' success beyond the initial sale. This is a highly collaborative position that combines technical support, troubleshooting, commissioning, training, and customer consulting.

Working closely with customers as well as Sales, Pre-Sales, Product Management, and R&D teams, you help deliver exceptional service experiences while ensuring our solutions perform reliably in demanding real-world environments.

Join us as Service & Support Engineer (m/f/d) on this exciting journey and experience the fascination of Riedel Communications in action.

YOUR RESPONSIBILITIES

• You manage customer support cases from initial engagement through to successful resolution, ensuring a professional and positive customer experience throughout the process.
• You provide first- and second-line technical support via ticketing systems, remote sessions, phone support, and occasional on-site customer visits.
• You investigate, reproduce, and troubleshoot complex hardware, software, networking, and system integration issues in both laboratory and production environments.
• You deliver commissioning, training, and technical consultancy services that help customers successfully deploy and operate Riedel solutions.
• You coordinate regional hardware repair and replacement activities to minimize service interruptions and customer downtime.
• You collaborate closely with Sales, Pre-Sales, Product Management, R&D, and global Support teams to solve customer challenges and continuously improve our products and services.
• You support regional trade shows, demonstrations, customer events, and proof-of-concept activities while maintaining demonstration equipment and systems.
• You contribute to technical documentation, knowledge-sharing initiatives, and customer enablement while providing valuable market and product feedback to internal stakeholders.

THAT'S YOU

• Bachelor's degree in Information Technology, Computer Science, Software Engineering, Electrical Engineering, or a comparable technical discipline
• At least 2 years of experience in a customer-facing technical support, systems engineering, professional services, or broadcast technology role
• Solid understanding of professional media, communications, and networking technologies, including IP networking, audio, video, and transport standards
• Strong troubleshooting and analytical skills with the ability to independently drive complex technical issues through to resolution
• Experience working with customer support, ticketing, and collaboration platforms such as Salesforce, Jira, and Confluence is advantageous
• Excellent communication and presentation skills with a strong customer-first mindset and the ability to build trusted relationships
• Self-motivated, well-organized, and comfortable managing multiple priorities while collaborating across global teams
• Fluent English skills are required; additional languages such as Mandarin, Japanese, Korean, or other Asian languages are highly valued

WE OFFER

• Life and Work balance through our flexible working time system including mobile working in a hybrid model
• Career booster with numerous individual development and training opportunities
• Diversity is very important to us, at RIEDEL we focus on an open working atmosphere, inclusion is part of our Culture - it is about the people and their personality that matters

We’re contributing to your career development. We’ll encourage you to try new roles and experience new settings. By helping our people to reach their potential, we frequently support them to find skills they never knew they had, or make career moves they never thought possible.

ENRICH OUR TEAM!

With us, you can expect an exciting challenge with plenty of opportunities to take on responsibility and develop personally.

RIEDEL stands for equal opportunities and diversity! We are looking forward to getting to know you as you are - far away from any pigeonholing.