
Product Support Engineer
6 hours ago
Job Description Product Support Engineer
Position: Product Support Engineer
Experience: 3 years
Location: Onsite/Noida
About the Role
We are looking for a proactive and technically skilled Product Support Engineer with hands-on experience in supporting video streaming, content security, or broadcast solutions. The ideal candidate will have a good understanding of AWS cloud services and prior experience in troubleshooting, deployment, and customer-facing support.
This role will involve collaborating with product, engineering, and DevOps teams to ensure seamless product adoption, quick resolution of technical issues, and a great customer experience.
Key Responsibilities
- Provide L1/L2 technical support for video content security and streaming solutions (e.g., live streaming, DRM, watermarking, CDN integrations).
- Work closely with customers to troubleshoot issues related to playback, encoding, packaging, DRM, and integrations.
- Support product deployments on AWS cloud services including EC2, S3, CloudFront, MediaLive, MediaPackage, and related services.
- Monitor system health, logs, and performance metrics to proactively identify and resolve issues.
- Collaborate with engineering and DevOps teams to escalate, reproduce, and resolve complex product issues.
- Assist with product documentation, FAQs, and support knowledge base to empower customers with self-help resources.
- Participate in periodic on-call rotations to ensure round-the-clock support coverage (as needed).
Required Skills & Experience
- 3 years of experience in product/technical support or system operations.
- Hands-on experience with video streaming products or platforms (e.g., Wowza, Kaltura, Brightcove, or similar).
- Solid understanding of AWS services such as EC2, S3, CloudFront, MediaLive, MediaPackage, IAM, and CloudWatch.
- Good knowledge of HTTP Live Streaming (HLS), DRM, CDN workflows, encoding/transcoding, and video delivery pipelines.
- Experience with Linux environments, log analysis, and basic scripting (Bash/Python preferred).
- Strong communication skills and ability to explain technical issues clearly to both technical and non-technical users.
- Customer-first mindset with problem-solving abilities.
Good to Have but not mandatory
- AWS Certified Cloud Practitioner or Associate-level certification.
- Familiarity with observability and monitoring tools (e.g., Datadog, Prometheus, CloudWatch dashboards).
- Exposure to ticketing/support platforms (e.g., Zoho, Jira).
What We Offer
- Opportunity to work on cutting-edge cloud-based video security and streaming products.
- Collaborative work environment with exposure to product, DevOps, and engineering teams.
- Growth opportunities with AWS cloud and media technologies.
Interested candidates can share their updated cv
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