Solutions Architect

About the role:

If you enjoy solving complex problems in a fast and efficient way, be on the phone with a strategic customer, find bugs and contribute on online communities, then you have the profile we are looking for!

Your primary role is as a partner, client-facing technical and business support professional working to meet deadlines with responsive and prompt turnaround times.In the beginning, you will be responsible for all aspects of technical customer satisfaction, and you grow into a role that includes operational aspects of the Business including campaign management and Ad Operations.When prospects or customers experience difficulties, you will be the first point of contact.You will work on architecture-related solutions and design. When these are product bugs or issues that require furtherinvestigation,the Solutions Architect evaluates and communicates the problem to the Core Engineering Team, Product, and other Solution Architects.

You will serve as a liaison between Customer and the Engineering Team working to ensure the criticality of the problem is fully understood and satisfactorily resolved in a time sensitivemanner. By handling architectural and design problems with extreme professional acumen, you deliver a positive problem-solving experience to the customers.

The position will report directly to theVice President of Customer Solutions in Business Development and will be based remotely in Chennai or BangaloreIndia.

Key responsibilities:

• Assist the existing Technical Support team throughout the resolution of the issues
• Work closely with internal teams such as Customer Success, and Technical Account Management, Product, and Engineering
• Track requests and improve the quality of solutions provided to the clients
• Develop an understanding of each client to enable efficient and client specific support
• Proactively provide clients with quick, knowledgeable, and personal replies over e-mail and phone
• Relay customer feedback to internal teams
• Work closely and conduct root-cause analysis with engineering teams to resolve issues
• Evaluate the criticality of a given problem; isolate and escalate any deemed problem withinthe company
• Meeting with clients will require travel (domestic and international)
• Support deployment of POC, Lab and Production for new customers

You must have:

• Extensive Knowledge of video technologies and transport over Satellite, IP and QAM; CDN, MPEG compression, Video QA
• Extensive Knowledge of video formats and streaming protocols: MPEG2, MPEG4, MPEG-DASH, Apple HLS,
• Previousworking Experience with Head End and Uplink components, Playout Systems eitherin Cable or Satellite Environments
• Preferably experience with Ad insertion platforms: inserters, transcoders, splicers, asset managementand Cloud Platforms.
• Familiarity with concept of packagers and manifest manipulation.
• Creativity to imagine innovative solutions tailored to each customer.

• Logic and reasoning are important when defining solutions. The right attitude to develop solutions for the customeris a must.
• Both oral and written communications skills are vital to relying important information, training customers and new staff members, documenting solutions and procedures as well as to present and explain the INVIDI platforms to customers and prospects.
• Previous experience managing integration and validation efforts.
• Organizational and troubleshooting skills.

Physical Requirements:

• INVIDI is a conscious, clean, well-organized, and supportive office environment.
• Prolonged periods of sitting at a desk and working on a computer are normal.

Note:

• Final candidates must successful pass INVIDIs background screening requirements.
• Final candidates must be legally authorized to work in India.