Technical Support Engineer

Velocix helps leading telecommunications providers, broadcasters, and streaming services deliver exceptional video experiences at scale. Our Maintenance and Support organization provides customers worldwide with a range of services designed to ensure the availability, performance, and reliability of Velocix products and solutions.

Our team supports complex IP Video environments through monitoring, troubleshooting, incident management, release deployments, and customer engagement. We work closely with customers, engineering, and product teams to resolve technical challenges and deliver high-quality service.

This role can be adapted to different experience levels, from early-career professionals looking to develop technical expertise through to experienced engineers leading complex investigations and customer engagements.

What you'll do

Technical support & Troubleshooting

• Monitor, troubleshoot, diagnose, and resolve issues across customer IP Video environments.
• Investigate incidents affecting video delivery, streaming performance, system availability, and customer services.
• Perform root cause analysis and implement corrective or preventative actions.
• Handle escalated technical issues and collaborate with engineering and product teams when required.
• Follow established support processes, tools, and operational procedures while contributing to continuous improvement initiatives.
• Ensure all support activities are documented accurately within ticketing and knowledge management systems.
• Maintain awareness of service metrics, SLA commitments, and operational KPIs.

Customer engagement

• Serve as a primary technical interface for customers through professional and effective communication.
• Build and maintain strong customer relationships through regular communication, operational reviews, incident follow-up, and reporting.
• Provide timely updates during incidents, maintenance activities, and service-impacting events.
• Maintain high levels of customer satisfaction through responsive and customer-focused support.

Deployment & Operational support

• Support the deployment of software patches, platform upgrades, and product releases.
• Coordinate deployment activities with internal teams and customer stakeholders.
• Assist with planning, testing, implementation, and validation activities.
• For more experienced team members, lead deployment projects and act as the primary customer contact during upgrade activities.

Knowledge sharing & Continuous improvement

• Create, maintain, and improve technical documentation and knowledge base articles.
• Share technical knowledge across the support organization.
• Identify opportunities to improve operational processes, tools, and customer experience.

Required technical skills

Candidates should have experience in some or all of the following areas. Exact requirements may vary depending on seniority level.

Systems administration

• Linux system administration experience.
• Strong command-line skills.
• Basic scripting knowledge such as Shell, Bash, Perl, Python, or similar.

Networking

• Understanding of enterprise IP networking concepts, including: TCP/IP
• UDP
• DNS
• Routing
• NAT
• VPNs
• Experience with networking infrastructure such as: Routers
• Switches
• Firewalls
• Load Balancers

Virtualization & Infrastructure

Experience with virtualization technologies such as:

• VMware
• ESXi
• vSphere
• OpenStack
• KVM

Understanding of server, storage, and hardware operations.

Video Delivery Technologies

Experience with one or more of the following is highly desirable:

• Content Delivery Networks (CDN)
• Adaptive Bitrate (ABR) Streaming
• Video Origins
• Live and On-Demand Video Delivery
• IPTV, OTT, or Streaming Platforms

Knowledge of streaming protocols such as:

• HLS
• DASH
• MSS

Experience with end-to-end IP Video delivery and integration is a strong advantage.

Velocix product experience

Knowledge of Velocix solutions is beneficial but not required:

• VXOA
• VXMDP
• VRM
• VPP

What we're looking for

Early Career / Junior Engineers

• Foundation in Linux, networking, or video technologies.
• Strong troubleshooting mindset.
• Eagerness to learn complex technologies.
• Strong communication and customer service skills.

Mid-level engineers

• Experience supporting production environments.
• Ability to independently troubleshoot and resolve incidents.
• Proven customer-facing experience.
• Strong understanding of networking and system administration.

Senior engineers

• Expertise in complex troubleshooting and incident management.
• Experience leading escalations and customer communications during critical incidents.
• Ability to drive technical investigations involving multiple teams and vendors.
• Mentoring and knowledge-sharing capabilities.
• Experience leading deployments, upgrades, or operational projects.

Core competencies

• Technical troubleshooting and problem-solving
• Customer focus
• Communication and stakeholder management
• Incident and escalation management
• Team collaboration
• Adaptability and continuous learning
• Documentation and knowledge sharing
• Ownership and accountability