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We are searching for a highly motivated Escalation Engineer (Tier-IV) to join our growing team! The Escalation Engineer must learn fast and adopt to quickly changing technology and to provide top tier Engineering solution for our product line. This position will focus on investigating customer issues of our products and provide timely resolutions, while collaborating with our development teams and support.
What makes this role unique:
Immediate impact - Your solutions are deployed in hours, not quarters. You'll see results directly from your daily work.
Technical breadth - Become a true generalist. You'll debug across systems, gaining expertise in areas most engineers never touch.
Autonomy - Take ownership of the problem from discovery to resolution. You decide the approach and drive it through to completion.
Direct customer interaction - Work closely with customers and see the tangible impact of solving their critical problems.
Continuous learning - Every escalation is different. You'll continually expand your technical knowledge and problem-solving skills.
Responsibilities:
Investigate and resolve complex technical issues across our entire product suite
Write Python scripts, SQL queries, and debug tools to diagnose and fix issues
Analyze application logs, database performance, and system behavior to identify root causes
Implement fixes and patches that are deployed directly to customer environments
Serve as a technical expert for resolved customer issues - you are the final line of defense
Collaborate with development teams to identify product improvements based on real-world issues
Create documentation and diagnostic tools that enable support teams to independently resolve similar issues
Clearly communicate technical findings to both technical and non-technical stakeholders.

we are now searching for a Technical Support Engineer to join our Customer Support team. The Technical Support Engineer manages customer issues to ensure that they are resolved quickly and satisfactorily.
He or she also works to mentor and lead others on the support team, to improve customer support processes, to maintain strong customer satisfaction, and to influence the product roadmap.
As a member of a small and dynamic company, he or she also gets involved in other activities such as technical assistance to the Sales team, helping customers integrate OSPWAT products, helping to test and assess new products and product releases, and other special projects.
We are looking for an energetic and motivated person who likes interacting with customers, tinkering with software, learning about new technologies, and doing what it takes, to contribute to quick growth.
What You Will Be Doing:
Customer Issue Management:
Review and prioritize the queue of open tickets, ensuring timely resolution of each issue.
Track customer status for each ticket, including support level, previous interactions, and satisfaction level.
Investigate and research customer-reported issues, striving to recreate and resolve them promptly.
Collaborate with internal departments, such as Product Development, Finance, Legal, etc., as needed to address customer requests in a coordinated and efficient manner.
Provide responsive phone and chat support to address customer queries and concerns.
Documentation and Reporting:
Ensure comprehensive documentation of all customer interactions, updates, and resolutions in the ticketing system.
Maintain proper attributes and tags for tickets, facilitating efficient tracking and reporting.
Create and update customer-facing knowledge base articles to aid in issue resolution and self-help for customers.
Continuous Improvement.
Proactively enhance technical knowledge and proficiency in products.
Collaborate with cross-functional teams to contribute insights and feedback for product improvement.

We are seeking a highly skilled Customer Support Engineer to join our technical team. In this role, you will be responsible for providing high-level technical support, troubleshooting complex issues, and ensuring a seamless service experience for the company’s mission-critical customers. The ideal candidate is a methodical problem-solver with a strong technical background in Linux environments and a deep commitment to operational excellence. About LiveU LiveU is driving the live video revolution, providing live video streaming for TV, mobile, online and social media. Let your audience become part of your story with high-quality and flawless live video, transmitted from anywhere in the world, using our patented bonding and video transport technology. LiveU provides a consistent bandwidth and a reliable connection, enabling you to acquire, manage, and distribute high-quality remote live broadcasts. Responsibilities: · Customer support Engineer. · Provide top-quality support for the company's customer service experience via phone, email, and online chat. · Take ownership of customer requests or issues, troubleshoot, provide assistance, and offer best practices. · Gain and maintain full knowledge of the company's' products and flows. · Support Sales Engineer on site as best advisor when needed. · Escalate and engage other groups or teams within the company with newly discovered requests and/or issues.

As a Technical Support Engineer, you will:
Provide our clients support and technical solutions, both remotely and at the client sites abroad
Track open support tickets and ensure they are handled until resolution
Analyze and resolve operational and technical issues raised by the client
Perform production system and infrastructure upgrades.