Description
The Support Engineer is responsible for delivering high-quality, technical customer support for complex video, networking, and server-based systems. This role focuses on hands-on troubleshooting, customer interaction, and close collaboration with engineering and operations teams to resolve issues efficiently and within defined SLAs.
Key Responsibilities
• Provide direct technical support to customers, ensuring timely responses and resolution in accordance with defined SLAs.
• Execute and support complex remote deployments, upgrades, and configuration changes for customer environments.
• Troubleshoot issues related to server deployments (customer-managed or company-provided), networking configurations, video encoding/decoding, and broadcast workflows.
• Perform structured root-cause analysis for incidents and contribute technical findings to the team.
• Perform hands-on troubleshooting of software integrations, network connectivity, and video pipeline issues.
• Diagnose problems using logs, packet captures, and system diagnostics across distributed environments.
• Collaborate closely with engineering and operations teams to escalate defects, validate fixes, and support production changes.
• Follow established support workflows, procedures, and operational playbooks.
• Maintain accurate and timely ticket updates, including actions taken and resolution outcomes.
• Identify recurring technical issues and surface trends to the team for further analysis.
Requirements
Qualifications & Skills
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 3+ years of experience in technical support, support engineering, or a similar hands-on technical role.
• Strong understanding of networking fundamentals (e.g., TCP/IP, firewalls, VPNs, NAT, load balancing).
• Hands-on experience with Linux and/or Windows server environments, including cloud and on-prem deployments.
• Experience supporting and deploying video workflows, including codecs (H.264/H.265), encoding/decoding, and streaming pipelines.
• Practical knowledge of broadcasting and streaming protocols such as RTMP, HLS, RTSP, SRT, and WebRTC.
• Proficiency with troubleshooting tools (e.g., Wireshark, FFmpeg, log analysis tools).
• Experience working with ticketing and CRM systems (e.g., Zendesk).
• Strong verbal and written communication skills for customer-facing technical interactions.
• Ability to operate effectively in high-pressure, time-sensitive, and globally distributed environments.
