Position: Technical support engineer
Company: SimilarDev
Category: Support
Experience required: 3y
English level: upper

About the project

We are a leader in the Cloud TV industry. We have a fast-paced environment where standards are high, and initiative is always encouraged. We have around 800 employees globally and we are growing rapidly, globally. 
We promote a flexible and casual work environment.  
We encourage you to apply even if you do not reach 100% of the requirements 
 
REQUIREMENTS 
We are looking for a Tier 3 technical support engineer to assist our customers using our IP TV solution, which is part of our video software (SaaS) platform. This is an exciting opportunity to be part of a growing industry and partner with top accounts. 
As part of our Customer Support team, you will provide technical support to our business customers (B2B), enterprise companies, and other top accounts. Your role is to be responsible for answering how-to questions and resolving or escalating technical issues. You will have the ability to escalate complex technical issues and fix requests to our Tier 4 Integration and R&D teams. 
Communication with customers consists of working on cases in our ticketing system and the occasional phone or video call to troubleshoot technical issues. You will have opportunities to collaborate with other teams including engineering, product, professional services, and account management. 
Our Customer Support team has support engineers located on 3 continents (USA, Europe, Asia). 

Ideally, we’re looking for: 
At least 3 - 5 years' experience in a customer-facing support role (external B2B) 
Previous experience supporting software (SaaS) 
Strong technical troubleshooting and problem-solving skills 
Leading the analysis and resolution of technical issues arising with Media Processing Integrations (Cloud based). 
Troubleshooting system integration, compatibility, product level and customer ecosystem faults 
using monitoring tools, Queries, and logs. Planning and implementing upgrade and expansion procedures. 
Knowledge of coding languages (such as Java, Python, Ruby, etc.), API libraries, DB. 
Demonstrable knowledge of web technologies and terminology (e.g., HTML/CSS, AJAX, Java, PHP, HTTP/S, etc.) 
Deep technical knowledge on one or more of the following disciplines: Video compression/Optimization (MPEG-2, MPEG-4, HEVC), digital video broadcast, video servers, Streaming Technologies, DPI, IP networking. 
At least 2 years of experience with OTT delivery protocols (ABR, HSS, HLS, DASH) and MPEG2-TS, CDNs -Mandatory 
Monitoring the deployed system as necessary 
Answering questions from customers and prospective customers about the features and capabilities of the products. 
Experienced in managing escalation calls with customers’ top management 
Ability to multi-task, work under pressure and tight deadlines 
Previous experience working in a global company 
Developing customer-facing documentation as needed. 
Communicating customer requirements to our product and engineering staff. 
Being part of an on-call 24/7 rotation, to deal with customer emergency issues at any time. 
 
These would also be nice: 
· Previous experience with video software 
· Experience working with AWS Cloud Solutions or equivalent