Support Engineer

Experience:

3+years

Office

Location:

Hyderabad (No WFH)

Shift: Rotational Shift

Notice Period:
Immediate Joiners only

Primary

Skills:

- OTT/Live Streaming (or) Online Gaming Support Hands-On Experience
- Fundamental knowledge of AWS technologies and networking concepts
- Excellent Communicator

Key job functions

- Execute multiple live streaming broadcasts concurrently; be the sole owner of many live broadcasts for our customers making sure they have the highest quality experience.
- Work with senior engineers and service teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes
- Understand technical aspects of streaming video systems and services and correlate a/v defects to root causes.
- Deliver reports to senior leadership and follow up on post-event tasks
- Aid in the development and testing of operational tools that improve efficiency through automation
- Drive long-term solutions to issues and eliminate risk of recurrence.
- Customer notification and workflow co-ordination with follow-up to maintain service level agreements
- Creating and maintaining team specific knowledge-base articles and operational and training documentation
- Onboarding new properties, ensure documentation is complete, tools are updated, and engineers trained prior to launch

Basic qualifications

- 3+ 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

Preferred qualifications

- 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 working in live sports

- Experience with software development or scripting in common languages like JavaScript/React/Typescript or Python.