About the Role
We are looking for a proactive and technically skilled "Product Support Engineer" with hands-on experience in supporting video streaming, content security, or broadcast solutions. The ideal candidate will have a good understanding of AWS cloud services and prior experience in troubleshooting, deployment, and customer-facing support.
This role will involve collaborating with product, engineering, and DevOps teams to ensure seamless product adoption, quick resolution of technical issues, and a great customer experience.
Key Responsibilities
Provide L1/L2 technical support for video content security and streaming solutions (e.g., live streaming, DRM, watermarking, CDN integrations).
Work closely with customers to troubleshoot issues related to playback, encoding, packaging, DRM, and integrations.
Support product deployments on AWS cloud services including EC2, S3, CloudFront, MediaLive, MediaPackage, and related services.
Monitor system health, logs, and performance metrics to proactively identify and resolve issues.
Collaborate with engineering and DevOps teams to escalate, reproduce, and resolve complex product issues.
Assist with product documentation, FAQs, and support knowledge base to empower customers with self-help resources.
Participate in periodic on-call rotations to ensure round-the-clock support coverage (as needed).
Required Skills & Experience
3 years of experience in product/technical support or system operations.
Hands-on experience with video streaming products or platforms (e.g., Wowza, Kaltura, Brightcove, or similar).
Solid understanding of AWS services such as EC2, S3, CloudFront, MediaLive, MediaPackage, IAM, and CloudWatch.
Good knowledge of HTTP Live Streaming (HLS), DRM, CDN workflows, encoding/transcoding, and video delivery pipelines.
Experience with Linux environments, log analysis, and basic scripting (Bash/Python preferred).
Strong communication skills and ability to explain technical issues clearly to both technical and non-technical users.
Customer-first mindset with problem-solving abilities.
Good to Have but not mandatory
AWS Certified Cloud Practitioner or Associate-level certification.
Familiarity with observability and monitoring tools (e.g., Datadog, Prometheus, CloudWatch dashboards).
Exposure to ticketing/support platforms (e.g., Zoho, Jira).
What We Offer
Opportunity to work on cutting-edge cloud-based video security and streaming products.
Collaborative work environment with exposure to product, DevOps, and engineering teams.
Growth opportunities with AWS cloud and media technologies.
Interested candidates can share their updated cv at 9711977045
Job Types: Full-time, Permanent
Pay: ₹600,000.00 - ₹900,000.00 per year
Benefits:
Provident Fund
Work Location: In person
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