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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.

  • 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
    • 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

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