Technical Support Engineer

Company: Akta Technology
Location: Denver
Posted on: May 4, 2021

Job Description:

We are looking for a Technical Support Engineer for our video streaming platform to provide enterprise-level assistance for customer success.
** Apply only if you have the technical skills to understand web/cloud applications, debug IP networking/ traffic routing issues, experience writing shell/ python/php scripts. This is not a management role, you will be an individual contributor. **
You will diagnose and resolve operational software problems for our cloud/hybrid deployed applications. You will not only respond to and resolve immediate problems, but also contribute to the long term improvement of the platform.
Responsibilities

• Diagnose and troubleshoot technical issues, including customer onboarding, SaaS integration and network configuration.
• Manage cloud console, monitor alerts, debug server issues.
• Systematically diagnose video streaming issues. Analyze the streaming workflow from player, CDN, origin and dynamic manifest delivery. Find the root cause.
• Track and document system issues through to resolution, within agreed time limits
• Take part in customer conversations. Participate in multi-party calls, either via phone, email or chat, until we solve a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged. Document technical knowledge in the form of notes and manuals
  Requirements
  • Proven work experience as a Technical Support Engineer for 2+ years
  • Hands-on experience with Linux environments (Ubuntu and centOS)
  • IP network debugging skills (TCP dump, Wire Shark) and shell scripting skills (php, python, bash)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Knowledge of NodeJS, HTML, CSS
  • BS degree in Information Technology, Computer Science or relevant fieldPreferred Qualifications
    • Experience with video streaming is strongly preferred.
    • Knowledge of C++, Java
      

Keywords: Akta Technology, Denver , Technical Support Engineer, IT / Software / Systems , Denver, Colorado