Support Engineer|Video Service Provider Solutions |

Company Overview

At Synamedia, we have over 2,400 uniquely talented people working together across the globe to achieve our vision of transforming the way the world is entertained and informed. As the largest global provider of video solutions, you can be part of building and delivering the most complete, secure, and advanced end-to-end technology platform. Our solutions combined with our partnership with over 200 customers worldwide means we are touching the lives of millions of people everywhere. We think that is quite exciting

When welcoming new people to our team we are always looking for opportunities to bring in new ideas, those who ask the challenging questions and have the curiosity to learn. These qualities are important to us as we innovate solutions, seize more opportunities to partner with our customers and make a difference as we collaborate to innovate the future of video.

Our values connect us. Our diversity gives us strength. Our curiosity inspires creativity. If that sounds like the place, you would like to be then we look forward to hearing more from you.

Do you watch TV? Do you stream videos to your computer, phone, or tablet? Synamedia has technology deployed across the globe which is changing the way the world is informed and entertained. Customer Support is a critical business function focused on delivering customer success and is responsible for providing high quality support services to our customers.

We are looking for a Technical Customer Support engineer to join our team supporting numerous pay TV operators. This is an exciting opportunity be part of a team supporting over 30 customers, ensuring that Synamedia solutions deliver on our customers business needs.

Role Description:
• You will be part of a team of Technical Customer Support engineers delivering support services for proprietary software components to major customers.
• Rapid response to platform incidents, ensuring the customer is always kept up to date with the progress of any investigation, and providing a detailed resolution report including any further actions required.
• Provide first line troubleshooting and Incident handling for Customer identified issues.
• Maintain/update service desk tickets with appropriate status for Incidents.
• Feedback detailed analysis of any software defects to the development team, including project management where required.
• Proficient and timely installations of Synamedia headend components for both production and lab customer systems.
• Participate in new system deployments, and take on new solution responsibility, as well as sharing the knowledge within the group.
• Work within an on-call rota to provide 24/7 support escalation for high priority incidents.

Minimum requirements
• Work experience (3+ years) in Video Service Provider Solutions (e.g. cable TV, VoD, OTT, Voice or Video networks) and/or complex IT Data Center Solutions, in a technical capacity
• Bachelor Degree in Computer Science, Information Systems, Electronics Engineering or equivalent experience.
• Hands-on experience with a variety of hardware and software platforms: Windows, proprietary and open source UNIX varieties, (Linux), database technologies (Oracle), good grasp of network concepts and operation.
• Experience with some flavor of Linux, preferably at sysadmin level, familiar with RedHat Cluster.
• Proficient in SQL and relational databases.
• Shell scripting experience essential, Python language a plus.
• Experience of troubleshooting distributed web-based systems/applications.
• Experience and ability to work with global team.
• Ability to communicate effectively at technical and managerial level.
• Experience of Incident and Change Management processes
• Strong interpersonal and communication skills.
• An ability to operate with minimal supervision.
• Positive and enthusiastic team player with can-do attitude.
• Experience and ability to work with global teams and ability to travel.
• Ability to thrive in a fast moving, high pressured customer facing environment.

Desirable:
• A minimum of 3 years technical product support
• End to End systems and operational knowledge of Digital broadcast systems including emerging IPTV products/cDVR technologies and markets.
• Knowledge in conditional access, telecommunication protocols, satellite communications, mobile communications, DVB, MPEG, DRM, will be an advantage.
• Good technical writing ability.
• Service Now proficiency
• ITIL knowledge

A Culture of Belonging

We want to let you know that Synamedia is committed to promoting a diverse and inclusive community - a place where we can all be ourselves and succeed. We offer a range of family friendly, inclusive employment policies, flexible working arrangements, engagement activities and services to support all our people