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

Product Support Engineer - Online Video

Location: Denver, CO or Philadelphia, PA

Salary: $70k/yr.

Position Type: Full time Interview Process: Phone Followed by F2F

US Citizen, Green Card and GC EAD

Job 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.