Senior Product Support Engineer
Amagi, India
Job Description
We’re Amagi Media Labs
We are a next-generation media technology company that provides cloud broadcast and targeted advertising solutions to broadcast TV and streaming TV platforms. Amagi enables content owners to launch, distribute and monetize live linear channels on Free Ad-supported Streaming TV and video services platforms. Amagi also offers 24x7 cloud-managed services bringing simplicity, advanced automation, and transparency to the entire broadcast operations. Overall, Amagi supports 700+ content brands, 800+ playout chains, and over 2100 channel deliveries on its platform in over 40 countries. Amagi has a presence in New York, Los Angeles, Toronto, London, Paris, Melbourne, Seoul, Singapore, and broadcast operations in New Delhi, and an innovation center in Bangalore.
Website Link:www.amagi.com
Profile Summary:
The product support Engineer is responsible for debugging, tracking, and resolving all issues reported by the customer or internal teams. He/she shall communicate with the customer and give timely updates on the status of the reported issue in the service desk platform. He/she will be working in shifts and shall be reporting to the shift supervisor.
Key Responsibilities:
- Debug, understand and reproduce the issue reported by the Customer
- Identify the standard operating process (SOP) to resolve the issue
- Coordinate with the reporter of the issue in getting relevant details that are needed for proper and quick resolution of the issue.
- Strictly follow the defined standard operating process.
- Give regular updates to the supervisor
- Keep the communication flowing with the customer during the lifetime of the reported issue.
- Escalate to relevant people if the issue is not resolved within a defined time frame.
- 3 - 5 years of experience in L2 technical Support preferably in Media-Tech space
- Good hands-on experience in Linux environment and basic commands
- Hands-on experience in AWS / GCP environment is mandatory
- Knowledge of video and audio is an added advantage
- Excellent written and verbal communication skills
- Excellent problem-solving skills
- Good aptitude and attitude
- Must be able to understand a reported issue and explain to other stakeholders
- Must be able to work in a complex, fast paced, highly dynamic and flexible environment, mostly team based and collaborative.
- Excellent customer service skills, with an advanced understanding of customer relationship building.