You may not have heard of Rovi, but we guarantee you've heard of our customers.  Look under the hood of most digital entertainment products and you'll find Rovi technology.  Rovi engineers design and implement solutions that power the protection, discovery and enjoyment of digital entertainment. We are dedicated to developing innovative technology that transforms the digital entertainment landscape to connect consumers with the content they love. Rovi...join the entertainment!

Summary:  Engineering support as part of a multi-tier support organization to provide product support engineers and customer support staff the expertise to resolve critical and challenging field issues. This position demands good written and verbal communication skills as well as a high level of knowledge and experience with IP network environments and server integration on multiple operating system platforms.

RESPONSIBILITIES:

• Provide knowledge and expertise to product support engineers on escalated issues
• Troubleshoot, diagnose, and provide solutions to product support engineers on escalated issues
• Prepare instructional documents and FAQ(s) for internal and external use
• Prepare troubleshooting procedures, practices, and guidelines
• Work with development and QA engineers to recreate, test and resolve problems reported by the customers
• Prepare server and applications training material to the product support engineers, other staff members, or to the customer
• Prepare root cause analysis on escalated issues and share with management and product support
• Provide weekly status updates on all escalated issues
• Cross departmental communication and customer communication
• Attend troubleshooting conference calls for escalated field issues with the customer
• Work closely with the development team to better understand the software and become effective in code review and in-depth analysis of field issues
• Provide the support staff with training and education on new features
• Create or assist in creating Development Support procedures and tools to assist staff in troubleshooting field issues
• Make modifications to deployed software

QUALIFICATIONS:

• Software development experience in C++
• Experience in database SQL development, maintenance, and operation
• Knowledge of JAVA, a plus
• CableTV STB software development a plus
• Knowledge of software development tools (CVS, makefile, GNU, debugger, etc..)
• Self-motivated and ability to work independently or in a group environment
• Good diagnostic skills
• Good organizational skills
• Excellent verbal and written communications skills required
• Solid working knowledge of Microsoft office products
• Advanced computer skills
• Basic networking knowledge
• Knowledge of Unix and Linux operating system environments
• Knowledge of SQL 2000 and/or Postgres is a plus
• Knowledge of GI/Motorola DAC or the DNCS systems is a plus
• Familiarity with cable and TV systems is a plus
• Technical Writing skills is a plus
• Travel is required; frequency depends upon business needs

EXPERIENCE:

5-7 years experience in relevant software development

EDUCATION:

Bachelor Degree in Computer Science/Engineering, or equivalent college or industry experience