Job Description

A Service Engineer at Verimatrix thrives in a fast-paced environment solving support requests for our customers and partners. Service Engineer have 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:

• Be part of the team of highly experienced services engineers to provide 24x7x365 support to customers.
• 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, 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• Create knowledge base (KB) articles on regular basis and update the outdated articles (if any)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.
• Generate software licenses and delivering software to our customers
• Updating our CRM system with up-to-date customer, system, project and case information
• Install, configure and troubleshoot the company's products

Main interfaces:

• Global Operations team
• Sales/Presales organization
• Product Engineering teams

Required skills:

• Extensive experience in customer facing roles and ability to converse and convince c-level tech executives in explaining complex tech issues.
• Linux systems administration
• Cloud technology - AWS or Azure;
• HLS/MPEG4/CMAF/ABR/DASH/Packagers/RTMP/HTTPS/XML/DVB-S, C/MPEG& DVB tables/PSI(SI)/ECM/EMM/IPTV/m3u8/mpd/manifest/Oracle DBA/Linux/SQL scripting/JAVA/PYTHON/PERL/BASH/Kubernetes/Dockers
• 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

Required experience:

• Total experience of 12+ years in pay-tv/media/broadcast industry with:

• At least 5-7 years of systems administration experience on Linux servers for high-availability database-driven applications.
• At least 2-3 years of hands-on experience in cloud technology - AWS or Azure;
• At least 4-5 years of hands-on experience in building OTT platform including integration with different transcoders, packagers and other OTT eco-system technologies;
• Programming or scripting knowledge in any one language - Java, Python, Perl or Bash;

Educational background:

• B.E./B.Tech. in CS/IT/ECE/EC from reputed college/university
• BCA/MCA from reputed college/university

Bonus Qualifications:

• AWS or AZURE certification

LPIC-1, LPIC-2, Oracle DB certification, Certified Kubernetes Administrator (CKA), RED HAT OpenShift Administrator, Docker Cert

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