Verimatrix
Service Engineer
Delhi, India - Full Time
A Service Engineer at Verimatrix thrives in a fast-paced environment solving support requests for our customers and partners. Service Engineer has a background in systems administration and/or network administration and a good understanding of how Verimatrix products fit within the larger ecosystem of integrated off-the-shelf and custom solutions. A successful Service Engineer will be proactive in preventing issues from arising and in notifying customers of possible issues. S/he is systematic 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 teams to improve product quality and increase customer satisfaction.
Main responsibilities:
Main responsibilities:
- Join a team of highly experienced service engineers to provide 24x7x365 onsite support to our Tier 1 customer.
- Handle customer cases through portal/on-call and respond to cases in timely and professional manner to achieve high CSAT measured every quarter.
- As this specific role is based out of customer location at Gurgaon, Manesar, incumbent is required to plan, collate, manage, and execute technical activities happening within the customer environment that may impact Verimatrix product functioning – directly or indirectly.
- Take lead to become SME in more than one product line of Verimatrix and coach other team members on regular basis.
- Create knowledge base (KB) articles on regular basis and update the outdated articles (if any)
- Participate during internal testing of new product release to validate fixed issues or new features.
- Updating our CRM system with up-to-date customer, system, project, and case information.
- Install, configure, and troubleshoot the company’s DVB, IPTV and OTT products.
- Troubleshoot and solve complex production issues from the application, database and network perspective.
- Clearly articulate the issue or problem that needs analysis. Ensure that the problem is well-defined and specific. Use concrete data for root cause analysis.
- Create and deploy task automation solutions to enhance efficiency and boost productivity.
- Excellent written, verbal, and interpersonal communication skills in English to respond to customers in a timely and professional manner.
- Around 8 to 10 years of experience in IPTV or OTT domain.
- Deep knowledge of OTT delivery and VOD workflows, including video encoding/transcoding/packaging, streaming protocols and DRM/content security.
- Good administration knowledge of Red Hat Linux and Oracle database.
- Experience with application performance monitoring, API integration, log aggregation and analysis using automation tools and by developing bash/shell/python scripts.
- At least 4-5 years of hands-on experience in deploying OTT/IPTV platform including integration/delivery with different transcoders, packagers and DRM.
- Good understanding of CDN, Load balancing, networking switches and routing protocols.
- Experience with multi-device/multi-platform services and delivery (e.g. web/ mobile/set-top box/ Android TV)
- Experience in troubleshooting production system/application issues in a Linux and streaming platform systems.
- Proficiency in working independently with minimal supervision.
- Critical thinking and problem-solving skills, and the ability to walk others through their logic.
- B.E./B.Tech. in CS/IT/ECE/EC from reputed college/university
- BCA/MCA from reputed college/university
- CCNP, Oracle database, RHCE.
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