Support Engineer

About the Role

The Support Engineer role is crucial for ensuring the smooth functioning of our technical support services. You will be the point of escalation for frontline engineers and will play a key role in troubleshooting and resolving complex issues.

Responsibilities

• 4+ years IT support operations experience with a minimum of 1 year in a Level-2 role as a point of escalation for frontline engineers
• Experience with ticket creation, including incident management and metrics reporting
• Experience supporting microservices architecture
• Proven ability to troubleshoot and identify the root cause of issues. You're a natural problem solver!
• Demonstrated skill and passion for operational excellence, efficiency, and process improvement
• Clear and concise verbal and written communication skills, and experience writing process and training documentation and technical papers
• Strong organizational skills and a proven ability to multi-task
• Excellent interpersonal and customer relationship skills
• Experience providing technical support for streaming video delivery pipelines and OTT consumer devices
• Understanding of video encoding and transcoding technologies
• Fundamental knowledge of AWS technologies and networking concepts
• Experience with on-site, live video production or master control facility
• Experience in a Technical Customer Support role
• Experience in a technical QA role
• Experience with software development or scripting in common languages like JavaScript/React/Typescript or Python

Required Skills

• Proven Troubleshooting Skills
• Strong Communication Skills
• Organizational Skills
• Technical Support Experience

Preferred Skills

• Experience with microservices architecture
• Knowledge of video encoding and transcoding technologies
• Familiarity with AWS technologies