Technical Support Engineer, Live Video

Summary

Join our customer support team as a Technical Support Engineer, combining technical knowledge of video streaming technologies with excellent customer service skills to ensure outstanding support for clients.

Requirements

• Bachelor's degree in Computer Science, Engineering, or related technical field
• Knowledge of network protocols and troubleshooting tools
• Familiarity with browser developer tools and network analysis
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to explain technical concepts to both technical and non-technical audiences

Responsibilities

• Provide expert technical support for customer inquiries regarding video streaming issues
• Analyze connectivity issues through logs, network traces, and telemetry
• Debug video quality problems by examining bitrate encoding configuration, buffer statistics, and encoding performance metrics
• Support customers with device or version compatibility issues across browsers like Chrome on Windows and Mac
• Deliver real-time monitoring and incident response during customer live events
• Troubleshoot video transcoding and transport issues using command-line tools (FFMPEG, mediainfo)
• Monitor platform health using AWS CloudWatch and custom monitoring dashboards
• Analyze network issues (such as latency / jitter / packet loss) using network diagnostic tools
• Collaborate with engineering team to escalate and document reproducible bugs
• Provide recommendations on optimal encoding settings for various use cases
• Assist with streaming protocol selection (SRT, RTMP, HLS) based on customer requirements
• Support redundancy and capacity planning based on customer requirements
• Conduct technical onboarding sessions for new customers

Preferred Qualifications

• Knowledge of video streaming technologies and protocols such as WebRTC, RTMP, HLS, SRT
• Knowledge of video encoding and compression technologies
• Experience with command-line tools like FFMPEG
• Proficiency in using AWS cloud
• Experience with live video streaming
• Programming knowledge in JavaScript, Python, or similar languages

Benefits

• Competitive salary
• Remote work options
• Professional development opportunities