Streaming Support Engineer

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.