Job Board

About Us:
OWC is a fast-paced, friendly atmosphere that advocates ingenuity and encourages every employee to contribute ideas towards the discovery of the next innovative concept that could change the world of technology. Our shared vision of the ultimate customer experience is a key component to achieving the industry-leading results OWC has become known for around the globe. We firmly believe that the best in life is obtained through dedicated teamwork and creativity.
OWC is an environmentally conscious company committed to the conservation of our planet's resources through the use of renewable energy and company-wide recycling programs. Today OWC is recognized as a leading zero-emissions Mac and PC technology company. Other World Computing (OWC) has been providing the highest quality hardware products and support to the computer industry since 1988, specializing in Mac upgrades and expansion products to extend the useful life of Macs and reduce e-waste. We have one of the largest online catalogs for computer and iDevice enhancement products through our e-commerce portal www.macsales.com and have been steadily expanding the software solutions we provide as well through our brands SoftRAID and Mediafour.
OWC offers great benefits such as medical, dental, vision, 401K, short/long term disability, HSA and FSA accounts and a wellness program. We provide paid time off and 6 paid holidays as well as flexible schedule and work from home opportunities. We value our employees so there is potential for career growth, cross functional training, stretch assignments and ongoing educational opportunities.
Job Summary:
As a Support Engineer, you will provide troubleshooting and technical support for OWC Jellyfish customers. Our platform utilizes the ZFS filesystem and requires general knowledge of Linux/OSX/Windows and Networking.
OWC Jellyfish will continue to evolve toward higher value-added solutions and Support Engineers are integral to the success of these solutions. Solution examples are complex collaboration tools to support mission critical workflows such as 4K+ resolution editing, visual effects, rendering, and animation.
This role requires an understanding of video workflows and how storage is used for editing, visual effects, and on-set capture of video data. The essential responsibilities of the Support Engineer are to collaborate with customers through support and consulting services.
Duties/Responsibilities:
• Take ownership of customer-reported issues and see problems through to resolution.
• Triage issues and collect information to get to the source of the problem.
• Recreate and help resolve issues/bugs.
• Communicate new features requests to the development team.
• Help with understanding of user workflows.
• Analyze common and chronic issues and evaluate solutions with users.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Create and maintain user and team documentation.
• Follow the SLA for issues with respect to the severity.
• Optimization: including upgrades, performance monitoring and system audit tasks.
• Communication with customers and management.
• Coordinate with internal teams to ensure successful resolution of customer support tickets.
Required Skills/Abilities:
• Understanding of production video file concepts such as compression, resolution, transcoding, and color space.
Must have direct experience in the following areas:
• Windows: good knowledge of historic and current Windows workstation and Server OS. Understand share and NTFS security concepts.
• Unix: good knowledge of Berkeley, Linux, and/or System V Unix system administration concepts including disk and network administration, NFS and NIS/NIS+ administration.
• Mac: good knowledge of OS, permissions, version compatibility and interoperability with other OS platforms and media applications.
• Networking: knowledge of Ethernet, IP, DNS and NIS associated daemons. Knowledge of network architectures including hubs, repeaters, bridges, routers, and switches.
• Protocols: NFS, SMB, CIFS, RSYNC, iSCSI.
• Storage: knowledge of storage administration and the concepts of file systems, disk partitions, mounts, quotas, mirroring, and sizing.
• Knowledge of NAS, DAS, SAN (fabric attached architectures).
• Experience with ZFS and Linux fundamentals.
• Experience and knowledge of Windows Active Directory, LDAP.
• Excellent critical thinking abilities and strong problem-solving competency.
• Strong verbal and written communications skills are essential and are utilized in communicating with customers, team members, systems administrators, and managers.
• Ability to work collaboratively with other engineers and managers in a team environment to meet aggressive goals and meet high quality standards.
• Ability to work well with customers’ technical representatives under a variety of circumstances to best understand and meet customer expectations.
• Able to demonstrate great customer and internal communication skills, showing patience and empathy for our customers, and a passion for creating great entertainment.
• Curiosity and enjoyment of solving problems, whether workflow issues or technical challenges.
• Off-hours work (nights and weekends) is occasionally required.

Education and Experience:
Must have direct experience in the following areas:
• Background in video production, post-production, advertising, or corporate video.
• Deep knowledge of all phases of video – preproduction, production, and postproduction.
• Understanding of production departments, including story, art, editorial, VFX, and onset teams.
• Experience with communicating to production staff at studio and facility.
Preferrable Experience
• ZFS filesystem
• Experience with Adobe Premiere, Avid Media Composer, Final Cut Pro, DaVinci Resolve, Nuke Studio, or other video applications.
• Understanding of storage technologies, including SAN, NAS, RAID, and cloud storage.
• Experience with media and entertainment.
• Experience with virtual production.
• Experience with remote desktops, especially PCoIP and VNC.
• Programming/Scripting experience, including Python, shell scripts, and using REST APIs.
Education
• A Bachelor of Science Degree in Electrical Engineering or Computer Science, or equivalent experience is preferred.
• Cloud computing, storage, networking, and application certification is a plus.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. This job description supersedes prior job descriptions. When duties and responsibilities change and develop, the job description will be reviewed and is subject to changes of business necessity.

EEO/AA Employer

Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.