Technical Support Engineer

Technical support & Troubleshooting

Monitor, troubleshoot, diagnose, and resolve issues across customer IP Video environments.

Investigate incidents affecting video delivery, streaming performance, system availability, and customer services.

Perform root cause analysis and implement corrective or preventative actions.

Handle escalated technical issues and collaborate with engineering and product teams when required.

Follow established support processes, tools, and operational procedures while contributing to continuous improvement initiatives.

Ensure all support activities are documented accurately within ticketing and knowledge management systems.

Maintain awareness of service metrics, SLA commitments, and operational KPIs.

Customer engagement

Serve as a primary technical interface for customers through professional and effective communication.

Build and maintain strong customer relationships through regular communication, operational reviews, incident follow-up, and reporting.

Provide timely updates during incidents, maintenance activities, and service-impacting events.

Maintain high levels of customer satisfaction through responsive and customer-focused support.

Deployment & Operational support

Support the deployment of software patches, platform upgrades, and product releases.

Coordinate deployment activities with internal teams and customer stakeholders.

Assist with planning, testing, implementation, and validation activities.

For more experienced team members, lead deployment projects and act as the primary customer contact during upgrade activities.

Knowledge sharing & Continuous improvement

Create, maintain, and improve technical documentation and knowledge base articles.

Share technical knowledge across the support organization.

Identify opportunities to improve operational processes, tools, and customer experience.

Early Career / Junior Engineers

Foundation in Linux, networking, or video technologies.

Strong troubleshooting mindset.

Eagerness to learn complex technologies.

Strong communication and customer service skills.

Mid-level engineers

Experience supporting production environments.

Ability to independently troubleshoot and resolve incidents.

Proven customer-facing experience.

Strong understanding of networking and system administration.

Senior engineers

Expertise in complex troubleshooting and incident management.

Experience leading escalations and customer communications during critical incidents.

Ability to drive technical investigations involving multiple teams and vendors.

Mentoring and knowledge-sharing capabilities.

Experience leading deployments, upgrades, or operational projects.

Technical troubleshooting and problem-solving

Customer focus

Communication and stakeholder management

Incident and escalation management

Team collaboration

Adaptability and continuous learning

Documentation and knowledge sharing

Ownership and accountability