AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery and we are seeking a Technical Support Engineer to join our Global Technical Support Team.
Job Summary
This role involves owning customer issues throughout their lifecycle, providing technical support for enterprise customers, and collaborating with internal teams to resolve complex issues.
Key Responsibilities:
* Investigate, track, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact
* Act as an escalation point for complex and in-depth issues that span multiple external and internal organizations
* Communicate directly with internal teams to complete root cause analyses, issue investigation, workarounds, and defect resolution
* Develop and implement complex repro cases to identify potential software defects, misconfigurations, or issues in customer environments
* Use case management tools to manage and prioritize issues based on multiple factors including customer impact
* Develop training material and documentation for both internal and customer-facing user community portals
Requirements:
* Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience
* Experience working in enterprise-level technical/customer support
* Experience with Linux operating systems, particularly with networking and system administration
* Experience with LAN configuration, Internet protocols, server applications, and related troubleshooting tools
Preferred Qualifications:
* Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264, and MPEG-2 technologies
* Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and/or file-based workflows
* Experience with Cloud Computing, especially Amazon Web Services; excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
* Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.)