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Global Services Engineer I

A Services Engineer at Verimatrix thrives in a fast-paced environment solving support requests for our customers and partners. Services Engineers have a background in Linux systems administration and/or network administration. A successful Services Engineer will be proactive in preventing issues from arising or in notifying customers of possible issues. S/he is systematic in their approach to problem-solving, curious and inquisitive as well as flexible. S/he will anticipate questions and issues customers and partners may have, and will share their feedback with Operations, Product Management, Engineering, Quality Assurance and Sales to improve product quality and increase customer satisfaction.

Verimatrix customers are some of the largest cable, satellite, telco and Internet TV operators in the world. Our award winning VCAS software is best in breed, leveraging cutting edge technology to provide high availability services. Service Engineers will receive online, and hands on training on Verimatrix’s product offering through the Verimatrix University.

  • This position is 8 am – 5 pm, Monday – Friday.
  • This position requires weekend on call duties.
  • This position is based in San Diego, CA.

Some tasks the Services Engineer will have:

  • Monitor Support Ticket Queue for incoming support requests from customers.
  • Resolve tickets and collaborate as necessary with fellow Service Engineers to troubleshoot customer support requests.
  • Escalate challenging support tickets to, and work with Senior Services Engineers on resolution.
  • Triage defects and feature requests for escalation to departments including Engineering, Quality Assurance, Product Management.
  • Generate knowledge base articles consisting of lessons learned.
  • Update our CRM system with up-to-date customer, system, and case information.
  • Install, configure and troubleshoot the company's products.
  • Configure and utilize lab equipment replicating customer environments to reproduce and resolve customer issues.

Required Qualifications: ​

  • 2 or more years of systems administration experience on Linux servers OR 2 or more years of network administration experience with Cisco, F5 Networks, or Foundry switches, routers, and load balancers.
  • Excellent written, verbal and interpersonal communication skills in English to respond to customers in a timely and professional manner.
  • Professional, positive, “can-do” attitude.
  • Self-Motivated Learner.
  • Critical thinking and problem-solving skills, and the ability to walk others through their logic.

Each of the Following would be a Plus:

  • Fluency in Spanish will be a great advantage.
  • Experience with SQL-based databases such as Oracle Enterprise Database server.
  • Programming or scripting in C/C++/Objective-C, Java, Perl, Python, bash or similar.
  • Previous experience with Digital Rights Management/Condition Access providers.
  • Bachelor’s degree in computer-related field or certification in Red Hat, or Cisco.

About Verimatrix

Verimatrix specializes in securing and enhancing revenue for multi-screen digital TV services around the globe. The award-winning and independently audited Verimatrix Video Content Authority System (VCAS™) and ViewRight® solutions offer an innovative approach for cable, satellite, terrestrial and IPTV operators to cost-effectively extend their networks and enable new business models.  Verimatrix is an equal opportunity employer that believes in investing in employee education and promotion from within. In 2015, 2016 and 2017 Verimatrix was recognized by the San Diego Union Tribune as one of the top workplaces in San Diego.  

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