Support Engineer Hyderabad · Full Time · On-site
About the Role The Support Engineer will be responsible for providing top-notch support for live streaming events, working closely with senior engineers and other teams to resolve high-severity issues, and driving operational excellence. The ideal candidate will have experience in IT support operations, excellent communication skills, and a strong understanding of microservices architecture. Success in this role will be measured by the ability to deliver high-quality support, troubleshoot complex issues, and improve process efficiency.
Key Responsibilities
- Execute multiple live streaming events concurrently, ensuring high-quality experiences for customers.
- Collaborate with senior engineers and other teams to resolve high-severity, active support issues.
- Deliver reports to senior leadership and follow up on post-event tasks.
- Aid in testing operational tools to improve efficiency through automation.
- Drive long-term solutions to issues and eliminate recurrence risks.
- Understand high-level technical aspects of streaming video systems and services, correlating defects to root causes.
- Work on live video operations and maintenance, driving efficiency improvements through automation.
- Create and maintain team-specific knowledge-base articles and operational documentation.
- Onboard new properties, ensuring complete documentation, updated tools, and trained engineers prior to launch.
Requirements
- Manage multiple live streaming events, prioritizing mitigation and investigating root-cause fixes.
- Utilize experience with ticket creation, including incident management and metrics reporting.
- Leverage experience supporting microservices architecture and fundamental understanding of networking concepts.
- Troubleshoot and identify root causes of issues, demonstrating operational excellence and efficiency.
- Communicate clearly and concisely, both verbally and in writing, with experience writing process and training documentation.
- Organize and multi-task, with strong interpersonal and customer relationship skills.
- Apply familiarity with incident management software, such as Jira or ServiceNow.
Good to Have
- Provide technical support for streaming video delivery pipelines and OTT consumer devices.
- Understand video encoding and transcoding technologies.
- Apply fundamental knowledge of AWS technologies.
- Utilize experience with on-site, live video production or master control facility.
- Work with live streaming content, applying understanding of IT service management best practices and frameworks.
- Train and mentor other support engineers.
What We Offer No information available.
