Required Technical Support Engineer
The role:
Youll work closely with our customers using our IPTV solution, part of our video software (SaaS) platform. This is an exciting opportunity to be part of a growing industry and support top accounts.
As part of our Customer Support team, youll provide technical support to our business customers (B2B), enterprise companies, and other top accounts - independently handling day-to-day technical issues and how-to questions, while escalating the most complex cases to our Tier 4 Integration and R&D teams. Youll be trusted to troubleshoot and resolve the majority of issues on your own, drawing on solid hands-on experience, while knowing when and how to bring in deeper technical support for edge cases.
Communication with customers happens primarily through our ticketing system, with occasional phone or video calls to troubleshoot technical issues. Youll collaborate regularly with engineering, product, professional services, and account management teams.
Our Customer Support team has support engineers located on 3 continents (USA, Europe, Asia).
Requirements: Ideally, were looking for:
University degree in computer science, electronic engineering, or a telecommunications-related field
3+ years of experience in a similar role, including direct customer contact
Prior experience supporting software (SaaS)
Solid technical troubleshooting and problem-solving skills, able to work through issues independently
2+ years of hands-on API experience
2+ years of hands-on SQL experience
Working knowledge of back-office tools such as Jira & Sale
These would also be nice:
Experience with video streaming technologies (ABR, HSS, HLS, DASH, MPEG2-TS, CDNs)
Experience with AWS Cloud solutions or equivalent
Scripting
Networking and security.
This position is open to all candidates.