Support Specialist

2 weeks ago

hyderabad, India DAZN Full time
Are you passionate about live sport? Are you someone who takes pride in getting the job right first time? Are you an inquisitive person that enjoys investigating issues? DAZN is one of the fasting growing streaming companies in the world and stream over 40 different sports, from more than 300 different leagues, in over 200 countries. We always continue to deliver to our ever-growing number of customers. This is a fast-paced live environment that the right candidate can thrive in. Our platform support team sits centrally to the business. It is a great opportunity to develop your own skills and knowledge and learn about how a game at a stadium on the other side of the world ends up playing seamlessly on to a customer’s device. This is an exciting opportunity to join our 24x7 platform support team in the pearl city of Hyderabad and play a pivotal part in bringing so many of our customers the sport they want combined with great user experience. Our platform support team are on hand 24 hours a day, 7 days a week, 365 days a year to monitor our platform across the globe and provide 2nd line technical support. This includes, deep-diving into playback analytic tools, monitoring all our key functions and critical user journeys and all the micro services that connect DAZN and deliver our content. We provide a first-class service to the business and our customers. 

As our new Platform Support Specialist, you’ll have the opportunity to:

Provide platform support and act as 2nd line responder in carrying out technical triage to customer impacting incidents. Analyse detailed technical logs, that help triage and resolve issues in a quick and timely manner Troubleshoot 2nd line issues and really dig into the data to see the impact of issues and advise fixes 1st response to all platform related alerts including AWS services Proactively monitor the platform’s performance and KPIs in line with our service level agreements, using our state-of-the-art tools Expand your skills and knowledge on OTT and linear delivery and other areas of the business Serve the live operations team in creation of monitoring dashboards & alerting Be the main point of triage in live incidents providing advice, data and impact analysis.

You’ll be set up for success if you have:

Experience with dealing with incidents from a technical aspect. Knowledge of KPIs that indicate performance and customer experience. Experience working with APM tooling such as New Relic, Coralogix, Experience working with live incidents in a fast environment under pressure situations. AWS Microservice knowledge such as ECS, Lambda, SQS, CloudWatch Experience working with a streaming analysis product (Conviva) Experience acting as a technical point for 1st/2nd line triaging and escalation.

Even better if you have:

Demonstrable Incident Management experience  A healthy passion for getting to the important detail of incidents.

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