Our Live Operations team is looking for a passionate, results-oriented, hard-working and operationally focused Support Engineer to support the fast evolving and expanding video eco-system, especially for live events. You will have an enormous opportunity to work within multiple systems analyzing and identifying the common issues, and driving the teams towards resolution to have a positive impact on customer experience. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. The role encompasses providing production ticket support (tier-3 support, escalations to engineering teams) for multiple products and platforms, executing the live successful streaming delivery of live sporting events to our customers, engineering development support, and business decision making support.

Some of the key job functions:
* Execute multiple live streaming events concurrently; be the sole owner of many tier-1 live events for our customers making sure they have the highest quality experience
* Understand high-level technical aspects of existing systems and services
* Design and Implement HLS, DASH, h.264, h.265 technologies and systems for OTT delivery
* Provide support of incoming tickets, including extensive troubleshooting tasks
* Work on operations and maintenance and driving improvements, automation
* Grow into ability to develop tools to aid operations and maintenance.
* System and Support status reporting.
* Ownership of one or more Video products or components.
* Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
* Work with senior engineers and other teams for handing-off or taking over active support issues, prioritizing root-cause fixes with engineers and creating a team specific knowledge base and skill set.

BASIC QUALIFICATIONS
* Development or technical support experience
* Experience scripting in modern programming languages
* Experience troubleshooting and debugging technical systems
* BS in Computer Science, Engineering or a related technical field, or relevant technical experience
* Experience of the UNIX/Linux operating system and system administration
* Experience of AWS technologies, and networking concepts
* Experience of troubleshooting and identifying the root cause of issues.
* Demonstrated skill and passion for operational excellence.
* Experience of development/technical support experience
* Experience in Python and/or shell scripts

PREFERRED QUALIFICATIONS
* Experience working on HLS, DASH, DRM, Smooth, h.264, h.265 video streaming and encoding technologies.
* Experience of Live streaming or experience is a similar production environment.
* Experience of encoding hardware software, i.e., ffmpeg, Harmonic, Elemental