Job Description

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 has a systematic approach to problem-solving, is 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:

• 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 \xe2\x80\x93 directly or indirectly.
• Install, configure, and troubleshoot the company\xe2\x80\x99s DVB, IPTV and OTT products.
• Participate during internal testing of new product release to validate fixed issues or new features.
• Troubleshoot and solve complex production issues from the application, database and network perspective.
• Take steps 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• Create knowledge base (KB) articles on regular basis and update the outdated articles (if any)
• Update our CRM system with up-to-date customer, system, project, and case information.
• Create and deploy task automation solutions to enhance efficiency and boost productivity.

Main interfaces:

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

Required skills and Experience:

• Good administration knowledge of Red Hat Linux and Containerized platform.
• Experience in troubleshooting complex system/application issues in a Linux/containerized based distributed system.
• Excellent written, verbal, and interpersonal communication skills in English to respond to customers in a professional manner.

• 8+ experience in DVB, IPTV and OTT domain
• 4+ years of hands-on experience in deploying OTT/IPTV platforms including integration with different transcoders, packagers and other OTT eco-system technologies.
• User and admin experience of monitoring and querying tools like Grafana, Kibana or Elasticsearch
• Extensive experience in customer facing roles and ability to explain complex tech issues to tech executives.
• Ability to work independently with minimal supervision.
• Critical thinking and problem-solving skills, and the ability to walk others through your logic.

Educational background:

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

Bonus Certifications:

• CKA, Red Hat OpenShift Administrator, Docker Cert
• CCNA, RHCE, Oracle DB certification, Automation Certs, Python

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