Senior Technical Customer Support Engineer

2 weeks ago

Bengaluru, Karnataka, India Synamedia Full time

Company Overview

At Synamedia, we unite over 1,900 uniquely talented individuals across 20 countries, to realise our vision of transforming the way the world is entertained and informed. As the leading global provider of video services, Synamedia builds and develops advanced advertising, broadband and content distribution services with the sole mission of transforming how businesses navigate the dynamic digital landscape. Our solutions, backed by three decades of expertise and partnerships with over 200 customers worldwide, touch the lives of millions of people. Our clients include the likes of Disney, Astro, Comcast, Sky, Tata Play among others.

As we embark on this journey to expand our product suite and presence in new domains, we are looking for talents with a passion for technology, innovation, and dynamism. Join us if you want to grow along with us in creating and delivering the most complete, secure, and advanced end-to-end video technology solutions.

About the Job – Senior Technical Customer Support Engineer

Mandatory - OTT/CONDITIONAL ACCESS/LINUX/Database/AUTOMATION

Base Location – (Gurgaon, NCR) Onsite

Role Description

Ensuring a healthy platform delivering smooth services for all the customers. Provide strong technical leadership to ensure continuous improvement across the team Prime contributor for automation and scripting tasks. Must have worked in a fast-paced, quick response/crisis handling team. In-depth knowledge and experience of supporting complex projects. Command and control during High Priority Events. Responsible for contribution in refining Service Centre tools and processes. Implement monitoring scripts to prevent repetitive issues. Able to work independently or as part of a team towards complex issue resolutions. Ability to collaborate with customer deployment teams. Solid communicator, with excellent written and spoken English. Must know ITIL framework (Incident, Change, Problem, configuration) Independently/collectively troubleshoot issues reported by customer on ServiceNow ticketing tool. Accurate analysis, tracking and reporting of any problems or issues found during investigation. Contribute to the knowledge management in the department. Collaboration with the support and deployment teams to resolve issues. Good with documentation and RCA preparation. Open to work in On-call Rota. Development of training material, for education and knowledge sharing with other team members as appropriate. A good understanding how to monitor and improve service quality. Stay on top of customer reported issues, regularly communicate with customers.

Technical Skills:

Excellent in problem-solving and analytical skills. Excellent Linux Systems Administrator. Good experience with at least one scripting language (bash, python, perl). Experience in support and configuration of software applications on both Linux and Windows operating systems. Knowledge of applications clusters for application redundancy desirable ,e.g., Red Hat Cluster. Experience with operation and support of virtual machines using VMware (vSphere and vCenter) would be advantageous Experience with a video delivery system, preferably in a support or integration role. Solid with relational database (Oracle preferred) and non-relational database (Mongo preferred). Good understanding of networking, TCP/IP and UDP protocols Good understanding of network transfer protocols HTTP, FTP. Proven SQL scripting skills. Strong in automation and process improvement. Experience in digital video delivering systems with in-depth knowledge in at least one of the following technologies: Conditional Access, DRM, OTT, STB, Encryption, Decryption. Knowledge of MPEG/DVB or other video delivery technologies. Awareness of STB software and hardware. Ability to understand data represented in XML or JSON. Good to have knowledge of Media products. Aware of multimedia concepts in Mpeg2, H.264, TS, OTT, IPTV, HD & SD resolutions, 4K TV, DRM, VOD, Live streaming, PPV, Adaptive Streaming Team handling experience would be a Plus.

Education/Experience:

Graduate Degree/BCA/ B. Tech or equivalent. Ideally 8+ years of experience in a relevant support, integration, or deployment role.

Benefits and Perks

Flexible working arrangements Competitive pay hikes and bonus packages Skill enhancement and growth opportunities Equal opportunity employment Health and wellbeing programmes Collaborative work with a truly global team

A Culture of Belonging

Synamedia is committed to promoting a diverse, inclusive and equal opportunity community - a place where we can all be ourselves and succeed. Our values connect us, and we love to win together. We work with a bias to action, we innovate and encourage curiosity to grow and evolve, as a team.

In our aim to foster a people-friendly environment, we offer a range of family friendly, inclusive employment policies, flexible working arrangements, engagement activities and services to support all our colleagues across our 20 office locations. Synamedia regularly organises community events that promote cohesion and diversity among colleagues. We are proud of our mental health wellbeing initiatives, our Pride month awareness campaign, our cancer awareness programme and much more.

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