Streaming Support Engineer

Job Summary: We are seeking a dedicated and proactive Streaming Support Engineer to join our team. The ideal candidate will be responsible for ensuring the smooth operation of our streaming services, providing support to our OTT Headends, and collaborating with cross-functional teams to resolve issues promptly. This role demands a high level of communication skills, ownership, technical expertise, and the ability to work in a fast-paced environment.

Key Responsibilities:

• Proactive Engagement:
• Demonstrate a strong intent to work on reported issues, taking the initiative to resolve problems promptly and effectively. Daily Health Checks: - Create, update and follow up on tickets when an issue is reported or when issues are observed during pre, mid and post platform health checks.
• Ensure that all streaming services and related infrastructure are functioning optimally. Ownership and Responsibility: - Take full ownership of assigned tasks, ensuring that issues are addressed thoroughly and in a timely manner.
• Liaise with internal teams and 3rd party OEM’s on resolutions until issues are completely resolved. Root Cause Analysis (RCA): - Conduct comprehensive Root Cause Analysis (RCA) for every issue encountered, documenting findings and implementing solutions to prevent recurrence. Cross-Team Interaction: - Collaborate effectively with Operations, Engineering and Development teams, to resolve complex issues that may require deep dive analysis. Configuration and Workflow Expertise: - Possess the expertise to make configuration changes, update workflows, and test these changes to ensure they are working as expected without impacting live services.

• Debugging and Solution Provision: Identify root causes of issues, suggest effective resolutions, triage issues where required and validate the changes made to ensure the problem is resolved. Provide on-the-spot troubleshooting and debugging support during events. Documentation and Knowledge Sharing: - Create and maintain thorough documentation for all processes, configurations, and RCA findings.
• Share knowledge and best practices with the wider teams to foster continuous improvement. 24x7 Shift Rotation: - 24x7 rotational shift schedule, including weekend coverage, to ensure continuous support for live events and streaming services globally. Qualifications: - Bachelors / Master's degree in Information Technology, or a related field.
• 3+ years of experience in a technical support role, specifically in streaming environments.

Must have Skills:

• Familiarity with AWS Media Services, such as MediaConnect, MediaLive, MediaPackager and S3.
• Strong understanding of streaming technologies, content delivery networks (CDNs), and media processing workflows.
• Experience with monitoring tools such as Conviva, Grafana, CloudWatch, or equivalent.
• Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Ability to work independently and within a team, with a strong sense of accountability and ownership.
• Willingness to work flexible hours, including late nights and weekends.