Job summary
AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery and we are looking for a Technical Support Engineer to join our Global Technical Support Team.

In this role, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. Our customers include small and large enterprise customers and includes on-premises, and cloud based workflows. You will be responsible for issue investigation, identifying software defects, in-depth and complex repro cases across multiple products and services, workarounds, and researching cutting-edge or unfamiliar technologies. This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required.

Key job responsibilities
· Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact
· Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations while working independently
· Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution
· Develop and implement complex repro cases to identify potential software defects, misconfigurations, or issues in customer environments
· Use case management tools to manage and prioritize issues based on multiple factors including customer impact
· Contribute to training material and documentation for both internal and customer-facing users

A day in the life
· Deliver exceptional customer service by owning customer issues raised via case portals, emails or calls
· Empower customers by creating technical knowledge and training articles
· Provide deep technical knowledge reproducing and analysing media workflows
· Build meaningful relationships with customers and operators, via calls and case management
· Advocate for customer needs by acting as the Voice of the Customer, using knowledge to influence product design and strategy

About the team
· We are a global Customer Success team, operating a "follow-the-sun" support model
· We have a vision to empower customers to help themselves by providing timely, accurate and comprehensive technical resources
· We support customers from major international broadcasters through to one-off cloud based media events

BASIC QUALIFICATIONS

· Bachelor of Science in Computer Science, Information Technology or similar discipline (or equivalent experience)
·
· Several years of experience working in enterprise-level technical/customer support
· Several years of experience with Linux operating systems, particularly with networking and system administration
· Several years of experience with LAN configuration, Internet protocols, server applications and related troubleshooting tools

PREFERRED QUALIFICATIONS

· Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies
· Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and file based workflows
· Experience with Cloud Computing, especially Amazon Web Services
· Experience analyzing and troubleshooting RESTful web API calls
· Experience with CentOS or RedHat Linux distributions
· Experience with Salesforce and/or JIRA
· Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.)
· Excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
· Experience with MySQL, PostgreSQL, Apache, SNMP, Wireshark, or MPEG Transport Stream analyzers
· Experience with Content Delivery Networks (CDNs) (e.g. AWS CloudFront , Akamai, EdgeCast, Level 3, Limelight)
· Strong written, verbal, and documentation skills to effectively communicate with customers and peers
· Ability to effectively gauge customer impact and temperature to prioritize issue investigation
· Ability to multi-task and quickly shift focus throughout the day depending on priorities
· Ability to work effectively within and across teams
· Ability to work independently and gauge priority of multiple competing tasks



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All offers are conditional on references, verification of the right to work in the UK, and successful background screening check. This will include previous employment verification, qualification verification (if relevant) and a relevant criminal check.