Lead Technical customer support engineer

Lead Technical customer support engineer

Broadcast Technology & Customer Success

1 day ago

Remote, India

REQ3308

Job Senior Technical Customer Support Engineer

Mandatory - OTT/CONDITIONAL ACCESS / LINUX / Database / AUTOMATION

Base Location (Gurgaon, NCR) Onsite

Role Description

Ensuring a healthy platform delivering smooth services for all the customers.
Provide strong technical leadership to ensure continuous improvement across the team
Prime contributor for automation and scripting tasks.
Must have worked in a fast-paced, quick response/crisis handling team.
In-depth knowledge and experience of supporting complex projects.
Command and control during High Priority Events.
Responsible for contribution in refining Service Centre tools and processes.
Implement monitoring scripts to prevent repetitive issues.
Able to work independently or as part of a team towards complex issue resolutions.
Ability to collaborate with customer deployment teams.
Solid communicator, with excellent written and spoken English.
Must know ITIL framework (Incident, Change, Problem, configuration)
Independently/collectively troubleshoot issues reported by customer on ServiceNow ticketing tool.
Accurate analysis, tracking and reporting of any problems or issues found during investigation.
Contribute to the knowledge management in the department.
Collaboration with the support and deployment teams to resolve issues. Good with documentation and RCA preparation.
Open to work in On-call Rota.
Development of training material, for education and knowledge sharing with other team members as appropriate.
A good understanding how to monitor and improve service quality.
Stay on top of customer reported issues, regularly communicate with customers.
Technical Skills:

Excellent in problem-solving and analytical skills.
Excellent Linux Systems Administrator.
Good experience with at least one scripting language (bash, python, perl).
Experience in support and configuration of software applications on both Linux and Windows operating systems.
Knowledge of applications clusters for application redundancy desirable ,e.g., Red Hat Cluster.
Experience with operation and support of virtual machines using VMware (vSphere and vCenter) would be advantageous
Experience with a video delivery system, preferably in a support or integration role.
Solid with relational database (Oracle preferred) and non-relational database (Mongo preferred). Good understanding of networking, TCP/IP and UDP protocols
Good understanding of network transfer protocols HTTP, FTP.
Proven SQL scripting skills.
Strong in automation and process improvement.
Experience in digital video delivering systems with in-depth knowledge in at least one of the following technologies: Conditional Access, DRM, OTT, STB, Encryption, Decryption.
Knowledge of MPEG/DVB or other video delivery technologies.
Awareness of STB software and hardware.
Ability to understand data represented in XML or JSON.
Good to have knowledge of Media products.
Aware of multimedia concepts in Mpeg2, H.264, TS, OTT, IPTV, HD & SD resolutions, 4K TV, DRM, VOD, Live streaming, PPV, Adaptive Streaming
Team handling experience would be a Plus.
Education/Experience:

Graduate Degree/BCA/ B. Tech or equivalent.
Ideally 8+ years of experience in a relevant support, integration, or deployment role.