Technical Support Engineer

Role overview This role sits within a Maintenance and Support organization that keeps complex IP Video environments healthy for telecommunications providers, broadcasters, and streaming services worldwide. The engineer monitors, troubleshoots, and resolves issues across customer video delivery systems while acting as a trusted technical contact during incidents, deployments, and service reviews. The scope can flex across early-career, mid-level, and senior engineers depending on experience, with growing responsibility for leading complex investigations and customer engagements.

Responsibilities - Monitor, troubleshoot, diagnose, and resolve issues across customer IP Video environments, including video delivery, streaming performance, and system availability - Perform root cause analysis and put corrective or preventative actions in place - Handle escalated issues, coordinating with engineering and product teams when deeper expertise is needed - Coordinate and support deployment of software patches, platform upgrades, and product releases - Maintain accurate records in ticketing and knowledge management systems, tracking SLAs and operational KPIs - Act as a primary technical contact for customers, providing timely updates during incidents and service-impacting events - Create and improve technical documentation and share knowledge across the support organization

Requirements - Linux system administration experience with strong command-line skills - Basic scripting in Shell, Bash, Perl, Python, or a similar language - Understanding of enterprise IP networking concepts including TCP/IP, UDP, HTTP/HTTPS, DNS, routing, NAT, and VPNs - Familiarity with networking infrastructure such as routers, switches, firewalls, and load balancers - Experience with virtualization technologies such as VMware ESXi, vSphere, OpenStack, or KVM - Understanding of server, storage, and hardware operations - Strong troubleshooting instincts, customer focus, and clear communication skills

Nice to have - Experience with Content Delivery Networks, adaptive bitrate streaming, IPTV, OTT, or streaming platforms - Knowledge of streaming protocols such as HLS, DASH, or MSS - Prior exposure to specific IP Video orchestration, caching, resource management, or personalization products - For senior candidates: experience leading escalations, mentoring peers, and managing deployment projects