Support Engineer

Support Engineer Hyderabad Contract On-site --- About the Role The Support Engineer will be responsible for providing top-notch support for live streaming events, working closely with senior engineers and other teams to resolve high-severity issues, and driving operational excellence. The ideal candidate will have experience in IT support operations, excellent communication skills, and a strong understanding of microservices architecture. Success in this role will be measured by the ability to deliver high-quality support, troubleshoot complex issues, and improve process efficiency. --- Key Responsibilities - Execute multiple live streaming events concurrently, ensuring high-quality experiences for customers. - Collaborate with senior engineers and other teams to resolve high-severity, active support issues. - Deliver reports to senior leadership and follow up on post-event tasks. - Aid in testing operational tools to improve efficiency through automation. - Drive long-term solutions to issues and eliminate recurrence risks. - Understand high-level technical aspects of streaming video systems and services, correlating defects to root causes. - Work on live video operations and maintenance, driving efficiency improvements through automation. - Create and maintain team-specific knowledge-base articles and operational documentation. - Onboard new properties, ensuring complete documentation, updated tools, and trained engineers prior to launch. --- Requirements - Manage multiple live streaming events, prioritizing mitigation and investigating root-cause fixes. - Utilize experience with ticket creation, including incident management and metrics reporting. - Leverage experience supporting microservices architecture and fundamental understanding of networking concepts. - Troubleshoot and identify root causes of issues, demonstrating operational excellence and efficiency. - Communicate clearly and concisely, both verbally and in writing, with experience writing process and training documentation. - Organize and multi-task, with strong interpersonal and customer relationship skills. - Apply familiarity with incident management software, such as Jira or ServiceNow. --- Good to Have - Provide technical support for streaming video delivery pipelines and OTT consumer devices. - Understand video encoding and transcoding technologies. - Apply fundamental knowledge of AWS technologies. - Utilize experience with on-site, live video production or master control facility. - Work with live streaming content, applying understanding of IT service management best practices and frameworks. - Train and mentor other support engineers. --- What We Offer No information available. .