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Synamedia
posted 4d ago
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Job Description
Company Overview At Synamedia, we have over 2,000 uniquely talented people working together across the globe to achieve our vision of transforming the way the world is entertained and informed. As...
At Synamedia, we have over 2,000 uniquely talented people working together across the globe to achieve our vision of transforming the way the world is entertained and informed. As the largest global provider of video solutions, you can be part of building and delivering the most complete, secure, and advanced end-to-end technology platform. Our solutions combined with our partnership with over 200 customers worldwide means we are touching the lives of millions of people everywhere. We think that is quite exciting!
Our values connect us. Our diversity gives us strength. Our curiosity inspires creativity. If that sounds like the place, you would like to be then we look forward to hearing more from you.
Role Description
Global Customer Support is a newly formed critical business function focused on delivering customer success and is responsible for providing high quality support services to our customers for the new line or Multi Tenant SaaS products for Synamedia.
We have multiple openings and are looking for highly motivated candidates to be part of the team who will be working in a dynamic environment that is at the heart of an exciting business transformation to SaaS.
We have a very strong focus on building great relationships, encouraging innovation, best practices, focusing on quality and celebrating our successes.
Responsibilities As Senior Technical Customer Support Advisor you will be an established professional, familiar with and apply ITIL best practices to handle incident and problem tickets, focusing on restoring service at first contact.
You ll act as resource for colleagues with less experience and set a strong example to other more junior members of the team.
You ll be able to lead incident calls and act as Incident Manager leading incident calls to resolution, communicating with Customers often under pressure.
You ll be taking part in a 24/7 shift rota and you ll be working in a highly collaborative environment, liaising with internal SRE teams and delivery teams around the globe, to improve quality of our products and provide best support experience to our customers.
The shift pattern consists of 4 shifts of 9 hours each to cover the 24 hours, rotating over 5 days with two days off (3 days off after night shift).
You ll be working in a hybrid working model, 2-3 days in the office the remaining from home.
Minimum Qualifications
8+ years experience in Customer Support role Proven ability to troubleshoot issues in complex E2E systems Knowledge/Experience of Cloud Technologies (AWS, Kubernetes) Knowledge/Experience of Networking Excellent communications skills, both written and spoken Strong customer management skills, experience in managing Incidents ideal Familiar with ITIL Framework particularly Incident, Problem and Change Management Processes Desired Skills
Understanding of common monitoring tools such as Splunk, ELK, Sensu, Grafana, Prometheus Experience of Database Technologies Exposure to Devops pipeline frameworks Linux knowledge on various server-side configurations: Apache httpd, nginx, nodejs, java, php, golang etc Employment Type: Full Time, Permanent
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Campus Placement
100%
Moderate
Confidence
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Moderate Confidence means the data is based on a sufficient number of responses received from the candidates
What people at Synamedia are saying
What Synamedia employees are saying about work life
based on 106 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Synamedia Benefits
Submitted by Company
Skill enhancement and growth opportunities Flexible working arrangements Collaborative work with a truly global team Equal opportunity employment Health and wellbeing programmes
Submitted by Employees
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