Technical Support Engineer

Job Summary:

Velocix Maintenance organization provide customers all around the world with a variety of maintenance services, ensuring customer Service Level Agreements (SLAs) are achieved. This includes but is not limited to 24x7x365, remote and on-site level 2 Support for Velocix products and complex networks including end-to-end multi-vendor. The organization is also responsible for deploying patches and releases for the customers, including the project management of the activity.

Roles and Responsibilities:

• Technical support:
• Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on IP Video issues reported by customers. Provide in depth investigation of critical, escalated issues.
• Use and apply Technical Support processes, policies & tool documentation. Contribute to their continuous improvement.
• Maintain a high level of customer satisfaction by providing services fully compliant with the SLA.
• Create and maintain customer relationships on a day-to-day basis, e.g. communication, information gathering, operational review, escalation and reporting. Provide appropriate follow-up to customers.
• Engage additional support levels within a predefined time frame and collaborate with them, as needed, in order to resolve the issues.
• Ensure every customer reported issue is properly documented in the Velocix ticketing tool(s) for tracking purposes and learning opportunities.
• Ensure time tracking accuracy for cost charging purposes.
• Understand the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process.
• Use the knowledge management tool by searching/creating/updating articles.
• 24x7 on call

Key Skills & Competencies:

• Technical Support
• Strong technical skills for Video Content Delivery Networks, Video ABR Origin and protocols (HLS, DASH, MSS, etc.) Video Recording Manager an E2E IP Video Integration Skills. Valued specific knowledge on Velocix products such as VRM, VXMDP, VXOA, VPP.
• Expert knowledge/understanding of Linux systems administration; proficient in use of command line interface and basic scripting (shell, Perl, etc.).
• Expert knowledge/understanding of enterprise-class IP infrastructure (routers, switches, load-balancers, firewalls) and concepts (routing, NAT, VPN).
• Expert knowledge/understanding of internet protocols and standards (e.g. IP, TCP, UDP, HTTP, DNS)