Media Support Specialist

3 hours ago

Bellary, Karnataka, India beBeeSupport Full time ₹ 1,20,00,000 - ₹ 2,00,00,000

We are seeking an experienced Media Support Specialist with 6-8 years' experience to address customer-reported field issues in media and OTT spaces.

Main Responsibilities:

  1. Own production/field issues reported by customers or operations teams.
  2. Investigate across Web, iOS, Android, Smart TVs, LG, Samsung, Fire TV, identifying root causes (login, playback, subscription, CMS, integration touchpoints with CRM, Partner APIs).
  3. Collaborate with engineering, vendors, IT operations, and support teams for resolution.

Troubleshooting & Resolution Management:

  1. Perform technical analysis using tools and logs for media streaming, playback, crashes, or player behavior.
  2. Debug issues within OTT media players like ExoPlayer, AVPlayer, Bitmovin, ensuring smooth playback.
  3. Debug content playback, CMS related issues with relevant teams. Analyse Subscription and CRM specific issues and plan fixes based on priority.
  4. Track issues to closure, ensuring minimal impact on customer experience.
  5. Conduct post-issue reviews to identify improvements and prevent recurrence.

Stakeholder Communication & Escalation Management:

  1. Serve as the primary point of contact for issue tracking, resolution updates, and escalations.
  2. Provide regular updates to stakeholders, including vendors, customers, and internal teams, ensuring transparency on issue status.
  3. Document resolutions and key learnings to enhance operational processes.
  4. Manage incoming issues, prioritizing them based on customer impact and business needs.
  5. Coordinate across teams to ensure timely delivery of fixes, patches, or feature enhancements.

Data Analysis & Reporting:

  1. Provide regular status updates and detailed project reports to stakeholders and senior leadership.
  2. Monitor product performance and identify underlying issues proactively using analytics tools.
  3. Generate detailed reports offering insights into trends, root causes, and issue resolutions.

Other Key Skills:

  • Self-driven problem solver with skills to break-down complex problems into simpler solutions.
  • Experience in agile practices and principles.
  • Align goals with the organization and team, acting in the larger interest.
  • Stay updated on industry trends and have a good understanding of Cloud Technologies and services available.

Technical Competencies:

  • Strong understanding of media streaming technologies, OTT players (e.g., ExoPlayer, AVPlayer, Bitmovin), and adaptive streaming protocols (HLS, DASH).
  • Proven expertise in debugging production issues, identifying root causes, and coordinating resolutions.
  • Experience with Android, iOS, SmartTVs, LG, Samsung, Fire TV devices for OTT product delivery.
  • Exceptional communication and coordination skills for working with multiple stakeholders.
  • Experience in defects analysis and management, escalations, and cross-functional collaboration.
  • Familiarity with analytics tools for tracking product performance and deriving insights.

Education:

BE / BTech / MTech / MCA/ MBA

Preferred Experience:

Proven expertise in debugging production issues, identifying root causes, and coordinating resolutions. Experience with Android, iOS, SmartTVs, LG, Samsung, Fire TV devices for OTT product delivery

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