Job Description

Support Engineer Location: Chennai, India
Who we are: INVIDI Technologies is the world's leading developer of software transforming television all over the world. Our two-time Emmy® Award-winning technology is widely deployed by cable, satellite, and telco operators. We provide a device-agnostic solution delivering ads to the right household no matter what program or network you’re watching, how you're watching, or whether you’re in front of your TV, laptop, cell phone or any other device. INVIDI created the multi-billion-dollar addressable television business that today is growing rapidly globally.
INVIDI is right at the heart of the very exciting and fast-paced world of commercial television; companies benefiting from our software include DirecTV (US) and Hotstar (India), networks such as CBS/Viacom and Sun TV, advertising agencies such as Ogilvy and Publicis, and advertisers such as Chevrolet and Verizon.
INVIDI’s world-class technology solutions are known for their flexibility and adaptability. These traits allow INVIDI partners to transform their video content delivery network, revamping legacy systems without significant capital or hardware investments. Our clients count on us to provide superior capabilities, excellent service, and ease of use.
The goal of developing a unified video ad tech platform is a big one and the right engineers-like you-flourish in INVIDI’s creative, inspiring, and supportive culture. It is a demanding, high-energy, and fast-paced environment. INVIDI’s developers are self-motivated quick studies, can-do individuals who embrace the challenge of solving difficult and complex problems.
About the role: We seek highly dedicated, motivated, and passionate Technical Support Engineers who can use the right tools to find the best solutions to problems. We embrace the Agile methodology, you will play an important role in all aspects of client support.
Key responsibilities:

• Provide INVIDI's customers with quick, accurate, and professional replies via ticketing system, chat, email, or phone.

• Maintain high level of customer satisfaction.
• Develop an understanding of each customer's specific implementation and needs.
• Relay customer feedback to internal teams.
• Work closely with internal teams such as Product, Engineering, Customer Success and Customer Solutions teams.
• Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI.
• Conduct root-cause analysis with engineering teams to make sure that issues are resolved.
• On-call work is required and will be compensated separately

You must have

• University Degree
• 5+ years relevant experience.
• Fluent in English with excellent verbal and written communication skills.
• Must be able to articulate technical solutions to all audiences.
• Capable of clarifying unclear requirements for both internal and external stakeholders.
• Experience in debugging complex technical issues in a fast-paced work environment.
• Highly motivated and interested in customer support and customer satisfaction.
• Ability to learn quickly and to cope with ever-changing environments.
• Desire to learn new things and perform technology research & troubleshooting.
• Ability to work with multiple customers and situations simultaneously.
• Willingness to take ownership of internal projects focused on improving existing documentation or processes.
• Must be proficient in three of the nice-to-have technical skills below.

Nice-to-have technical skills:

• Experience supporting cloud-based SaaS products.
• Experience using monitoring tools such as DataDog
• Experience of web technologies and platforms such as Java Script, HTML, FTP, SSL, CSS.
• Experience with *unix environments including bash and scripting.
• Experience with scripting languages like Python
• Experience with REST APIs.
• Experience with Amazon Web Services and associated cloud-based technologies (Kinesis, Athena, etc.).
• Experience with relational databases.

Nice-to-have experience:

• Experience with video advertising and ad serving.
• Experience working in AGILE environment.
• Experience with Atlassian products (Jira, Confluence, etc.).

Physical requirements:

• INVIDI is a conscious, clean, well-organized, and supportive office environment.
• Prolonged periods of sitting at a desk and working on a computer are normal.

Equal Opportunities and Accommodations Statement: INVIDI is deeply committed to building a workplace and global community where inclusion is not only valued but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
INVIDI is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Human Resources by email at HR@INVIDI.com at least one week in advance of your interview.
Note:

• INVIDI is working 100% remotely until a return-to-office date is determined.
• All candidates must pass the required company policy for background screening and drug testing requirements.
• Visa sponsorship is not available for this position; you must be legally authorized to work in India.

Ready to join our team? Apply today!