Lead Media Support Specialist

2 weeks ago

Malappuram, Kerala, India beBeeProduction Full time ₹ 20,00,000 - ₹ 25,00,000

Role Summary

We are seeking a Lead Engineer to take ownership of customer-reported field issues within the media and OTT space.

This role involves debugging complex production issues, performing root cause analysis, and driving resolutions to closure while ensuring seamless communication with all stakeholders.

Key Responsibilities

  1. Take ownership of production/field issues reported by customers or operations teams.
  2. Investigate production issues across multiple platforms and identify root causes.
  3. Collaborate with engineering, vendors, IT operations and support teams to drive resolution.

Debugging & Resolution Management

  1. Perform technical analysis of issues related to media streaming, playback, crashes, or player behavior using tools and logs.
  2. Debug issues within OTT media players such as ExoPlayer, AVPlayer, Bitmovin.
  3. Track issues to closure and ensure minimal impact on customer experience.

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.

Data Analysis & Reporting

  1. Leverage analytics tools to monitor product performance and identify underlying issues proactively.
  2. Generate detailed reports for management and stakeholders.

Other Role Expectations

  1. Self-driven with a keen eye for problem solving and skills to break-down a complex problem into a simpler solution.
  2. Stay aligned with the goals of the organization and team.

Technical Competencies

  • Strong understanding of media streaming technologies, OTT players (e.g., ExoPlayer, AVPlayer, Bitmovin).
  • Proven expertise in debugging production issues, identifying root causes, and coordinating resolutions.

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