PRODUCT SUPPORT ENGINEER - ONLINE VIDEO-Denver, CO or Philadelphia, PA

Product Support Engineer - Online VideoLocation: Denver, CO or Philadelphia, PASalary: $70k/yr.Position Type: Full time Interview Process: Phone Followed by F2FUS Citizen, Green Card and GC EADJob Description:Requirements:At least 5 years experience in engineering, systems administration, or engineering support operations.At least 3 years support and debugging experience working with IP video technologies including CDNs.Able to understand quickly what the customer wants and the associated technical and business impacts.Strong working experience with OTT video management, publishing and syndication, and other related video management and distribution services (e.g. acquisition, encoding, packaging, DRM, video/web content management, metadata management, publishing, authentication and entitlements, DAI, CDN, playout and analytics).Strong working experience with video streaming technologies including broadcast signal acquisition, file ingest, encoding / transcoding, and Adaptive Bit Rate streaming (Apple HLS, Adobe HDS, Microsoft Smooth, MPEG-DASH) across multiple CDNs.Strong understanding of DNS, network routing, common network protocols (TCP/IP) and associated tools.Strong understanding of the Internet infrastructure market including hosting, CDN, Cloud, and storage technology solutions.Some experience defining and enhancing product operational models and technical support processes.Familiar with Cloud-hosted digital media products and services.Familiar with HTML, JavaScript, UNIX shell scripting, Perl, Java, C++, Python, XML, web services, databases and web server administration.Familiar with Linux operating environments (e.g. CentOS, Red Hat, Ubuntu) and associated tools.Familiar with IPv4/IPv6 and associated protocol suite (TCP, UDP, SNMP, ICMP), network routing concepts and associated protocols (RIP, OSPF, BGP, MPLS) and web content caching technologies (Apache, NGINX, Varnish).Strong working experience supporting carriers / network operators / ISPs, technology, and media companies.Strong quantitative, analytical, and problem solving skills with a strong facility and comfort in analyzing data.Proven expertise in Excel, database applications and other analysis tools used for modeling, report creation, and trend forecasting including Splunk / ELK.Excellent communicator who can disseminate information in a clear manner to both business and technical audiences.Must be able to resolve complex, highly technical issues; creative and able to 'think-out-of-the-box', propose and implement new solutions for Customers.Self-motivated and capable of managing multiple priorities and commitments.Strong team player who enjoys working in a fast paced team atmosphere.Highly self-organized with proven ability to prioritize activities and manage deliverables to completion in a high-pressure environment.Consistently exercises independent judgment and discretion in matters of significance.Ability to manage deadlines, handle ambiguity, multi-task and quickly shift from one task to another.Excellent facilitation, planning, and management skills. Strong reporting and follow-up skills.Experience with agile software development methodologies like Scrum, Kanban, XP, TDD, RAD, etc.Some project management experience. Candidate must rely on a practical, deliberate approach to manage his or her own work as well as others in a matrix environment.Must possess a strong business ethic and thrive in a dynamic and changing environment.Excellent verbal and written communication skills. Experience interacting with all levels of management.Other duties and responsibilities as assigned.Tasks:Fields support requests from Customers immediately, determines severity and priority, provides initial triage, escalates to appropriate team(s), tracks resolution progress, communicates with Customers, and provides post-mortem de-brief(s) externally and internally.Builds project plans and maintains project record. Works with the core team to identify and schedule all the tasks for end-to-end deployment required to fulfill the project scope. Identifies and manages project critical path, being mindful of upstream and downstream dependencies.Facilitates the development and implementation of key goals, objectives, and success criteria for the project with key stakeholders and core team.