Pre-Sales And Customer Success Engineer

Pre-Sales & Customer Success Engineer (Broadcast / Video Production)

Work style: Remote with regular travel (customer sites + trade shows)

Quick Link builds broadcast-grade solutions that make it easy to create, contribute to, and distribute live and remote video for broadcasters, media teams, and live production organisations worldwide. We’re growing our customer base and need a technically strong, customer-facing engineer who can support the full customer journey from pre‑sales discovery and demos through onboarding, adoption, and long‑term success.

You’ll be the technical bridge between prospects/customers and our internal teams. This role combines pre‑sales engineering (workflow discovery, demos, solution design) with customer success engineering (onboarding, training, troubleshooting, adoption, renewals support). You’ll thrive if you enjoy understanding real‑world production environments, translating needs into workable solutions, and being hands‑on with broadcast and IP workflows.

• Run technical discovery calls to understand customer production workflows, constraints, and outcomes.
• Design and propose solutions across live production, remote contribution, IP video, and hybrid workflows.
• Deliver product demos (remote and onsite) and support proof‑of‑concepts (PoCs).
• Assist Sales with technical documentation: architectures, scope, requirements, and implementation plans.
• Act as the “voice of feasibility” during deals—identifying risks early and proposing mitigation.

• Lead onboarding and implementation support, ensuring customers are set up for success quickly.
• Provide training and enablement (operators, engineers, producers), tailored to workflows.
• Support customers in production: best practice guidance, troubleshooting, escalations when needed.
• Build relationships with engineering/operations teams to drive adoption and reduce churn.
• Capture product feedback and translate it into actionable insights for Product/Engineering.

• Travel to customer sites for deployments, training, and key productions when required.
• Support trade shows and events (e.g., IBC, NAB, regional events) including booth demos and customer meetings.

• Experience in a customer‑facing technical role:
  Pre‑Sales Engineer, Solutions Engineer, Field Engineer, Customer Success Engineer, or similar.
• Strong understanding of broadcast / live production workflows (studio, OB, live streaming, remote contribution).
• Hands‑on experience with New Tek Tri Caster (setup, configuration, production workflows, troubleshooting).
• Comfort working with IP networking fundamentals (routing/switching basics, VLANs, QoS concepts, firewalls/NAT).
• Ability to map and communicate workflows clearly (diagrams, runbooks, SOPs).
• Confident presenter: can lead demos and explain technical concepts to mixed audiences (engineering + production).
• Willingness to travel (UK + Europe; occasional wider travel depending on customer base).

• Experience with NDI, SRT, RTMP, WebRTC, SMPTE ST 2110, or similar live/IP video transport.
• Familiarity with live streaming platforms and encoders/decoders (hardware or software).
• Background in broadcast IT:
  Windows/Linux basics, virtualisation, cloud video workflows, remote production.
• Experience supporting enterprise customers (SLAs, ticketing, escalation paths, incident reporting).