Product Support Engineer

2 days ago

Noida, Uttar Pradesh, India Appsquadz Software Pvt Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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