New

Technical Support Engineer - Americas, Reuters

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k), remote work
United States, New York, New York
3 Times Square (Show on map)
Apr 11, 2025
In this role, you will serve as a trusted advisor to customers, guiding them through pre-sales technical consultations to implementation while offering expert support for complex technical issues. The position enables seamless onboarding, solution design, technical sales support, and post-sales issue resolution for Reuters' global clientele, encompassing video, streaming, broadcast, and content delivery solutions. This role requires a comprehensive understanding of media workflows, content distribution systems, cloud-based infrastructure, and emerging industry technologies. About the Role In this opportunity as Technical Support Engineer - Americas, you will: Pre-Sales Technical Sales Engagements Partner with sales teams to understand customer needs and design tailored media technology solutions. Lead customer technical onboarding from technical discovery sessions to implementation Develop solution proposals and necessary technical documentation to support sales efforts. Work closely with product teams to align solutions with customer requirements. Post-Sales Technical Account Management Act as the primary technical point of contact for assigned customers. Conduct regular technical reviews and proactively recommend optimizations for customer deployments. Manage open Incidents/Problems for assigned customers ensuring appropriate internal and customer-facing follow-ups are timely and maintained. Facilitate customer migrations, upgrades, and special projects in line with the latest Reuters content and delivery best practices. Advocate for customer needs internally, collaborating with technology, sales, and product teams to enhance service delivery. Monitor service performance, SLAs, and uptime metrics, ensuring compliance with contractual commitments. Drive customer adoption, retention, and expansion through strategic engagement and advisory services. Incident Management & Support Serve as an escalation point for complex technical issues requiring 2nd-level triage. Analyze and resolve system integration, content processing, and platform issues. Work with technology and product teams to diagnose root causes and implement long-term fixes. Contribute knowledge base articles, runbooks, and troubleshooting guides. Provide hands-on support for major incidents, ensuring minimal disruption to customer workflows Adhere to service and operating level key performance indicators (KPIs) About You You're a fit for the role Technical Support Engineer - Americas, if your background includes: Bachelor's degree in computer science, engineering, media technology, or a related field. Industry certifications are a plus. Over 5 years of experience in a relevant role. Experience in a sales environment, preferably in technical sales, is a plus. Expertise in fundamental technology and network concepts, as well as IT security best practices. Strong background in media technology solutions, including video streaming, encoding, digital asset management, and broadcast workflows. Experience working with cloud platforms (AWS, Azure, Google Cloud) and content delivery networks (CDNs). Experience in service and support within the broadcast and new media industries. Familiarity with video standards, compression technologies, DRM, and OTT platforms. Ability to work with global virtual teams to deliver projects and resolutions. Familiarity with Service Management processes such as incident, major incident, problem, and change management is required. Six Sigma or ITIL certifications are a plus. Languages spoken: English (required); additional languages are a bonus (optional). Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow. Flexible hybrid work schedules accommodate in-office and remote work, as well as travel to customers to resolve incidents and participate in technical sales functions. #LI-CH1 What's in it For You? Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you'll be prepared to grow, lead, and thrive in an AI-enabled future. This includes: Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Flexibility & Work-Life Balance:Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance. Career Development and Growth:By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint. Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The base compensation range for the role in any of those locations is $83,090 - $154,310. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. Accessibility As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com.