As a Support Engineer at Net Insight, you will work at the intersection of media and technology, supporting in-house developed products. You will be part of our Support department, providing technical support for Net Insight's multi-service network products. The role is both technically advanced and customer-facing, involving close collaboration with customers and internal development teams to ensure stable operations and high-quality solutions. Sometimes you may also take part in customer implementation projects, supporting installation, training, final testing, and operational handover. You will be a member of our Global Support Team and a key addition to our support organization based in Stockholm. Main tasks • Provide technical assistance for Net Insight's products, including both software and hardware support • In depth troubleshooting and lab testing in order to understand and reproduce issues • Participate in our on-duty rotation, providing 24/7 support • Create and maintain technical documentation for our knowledge base • Contribute to product improvements by sharing customer feedback and your own ideas Qualifications To deliver high-quality support to our partners and customers, you combine strong technical competence with a customer-focused mindset and clear, professional communication. We believe you are autonomous, self-motivated, and proactive, with a positive attitude. Specially important is to be collaborative and have a team-oriented approach. Must haves • A minimum of 3 years of experience as a Support Engineer or similar customer-centric role, providing technical service with multi-channel customer interactions • Network troubleshooting skills in streaming protocols such as SRT, RIST, IP and ARQ protocols, DNS, Gateway, etc. • Strong, proven experience in professional communication and customer handling, which is essential to succeeding in this position • Experience troubleshooting complex systems and root cause analysis • Proficient business English For this position, we are looking for candidates with solid experience within at least one of the following product and expertise areas: Alternative 1 - Working within Nimbra MSR, Nimbra Vision & Nimbra 400 Series Required: • Knowledge of SNMP and/or REST API-based management systems • Knowledge in media transmission technologies such as ASI, SDI, or JPEG/MPEG/JPEG XS encoders and decoders Nice to have: • Experience with IP media ST 2110 and NMOS • Good knowledge of Unix-based operating systems Alternative 2 - Working within Nimbra Edge & Synchronization (Zyntai) Required: • Strong experience and interest in cloud technologies, including microservices and container-based solutions • Proficiency in troubleshooting and understanding platforms such as Kubernetes or OpenShift, as well as Grafana and Linux Nice to have: • Knowledge of PTP networking • Telecom background, preferably at operator or service provider level • Experience working with networking and IP-based solutions In this role, you will build valuable expertise in media and network technologies, gain exposure to technical challenges in real customer environments, and contribute to cutting-edge innovations. What our co-workers value most is our strong sense of teamwork - we collaborate closely, share knowledge, and support each other to find the best possible solutions. Welcome to apply The position is a permanent, full-time role based in US, distanced based. The employment will begin with a probationary period. For more information about the position, please contact Hiring Manager Monika Tkalčec at [email protected]. Department Customer Success Locations USA Remote Remote status Fully Remote