AWS Elemental is a leading supplier of software-defined video solutions for multiscreen content delivery.
Technical Support Engineer
We are seeking an experienced Technical Support Engineer to join our Global Technical Support Team. The ideal candidate will own customer issues throughout their lifecycle, providing knowledgeable and responsive technical support for enterprise customers.
Key Responsibilities:
* Track, investigate, and resolve customer questions and issues via phone and email.
* Act as an escalation point for complex issues that span multiple organizations.
* Communicate with internal teams to complete root cause analyses and issue investigation.
* Develop complex repro cases to identify software defects and misconfigurations.
* Manage and prioritize issues using case management tools.
* Lead discussions, proactively solve issues, and remove blockers for the team.
* Develop training material and documentation for internal and customer-facing user communities.
The successful candidate will have experience working in enterprise-level technical/customer support, knowledge of Linux operating systems, and expertise in video packaging and delivery mechanisms. They will also possess excellent problem-solving skills and be able to navigate challenging situations professionally.
Requirements:
* Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
* Experience working in enterprise-level technical/customer support.
* Knowledge of compressed and uncompressed digital video and audio standards.
* Experience with Cloud Computing, especially Amazon Web Services.
* Familiarity with one or more Linux-based scripting language.
AWS Elemental is committed to diversity and inclusion, and we offer a supportive and collaborative work environment. If you're passionate about delivering exceptional customer service and have a strong background in technical support, we encourage you to apply.