Technical Support Engineer

Optomi, in partnership with a global leader within the entertainment industry, is seeking a Technical Support Engineer on site in Bristol Connecticut! This role is critical for ensuring seamless media delivery and handling technical issues efficiently. If you have the technical knowledge and customer service experience to thrive in this fast-paced environment, we encourage you to apply!

Contract Length: 16-month contract

Location: Onsite in Bristol

Work Schedule: The Incident Ingest team works 12-hour shifts across four defined schedules.

The individual hired will most likely be assigned to the Back Nights shift:

Back Nights Schedule:

• Thursday: MIDNIGHT – 6 AM ET
• Thursday: 6 PM ET – 6 AM ET (Friday)
• Friday: 6 PM ET – 6 AM ET (Saturday)
• Saturday: 6 PM ET – 6 AM ET (Sunday)

Job Responsibilities:

Incident Intake & Escalation:

• Serve as the main point of contact for handling incidents reported by stakeholders.
• Efficiently capture incident details through phone calls, Slack interviews, or monitoring interpretation.
• Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.
• Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.

Documentation, Incident Tracking, and Reports:

• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
• Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.
• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.

Monitoring:

• Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.
• Proactively identify and address potential issues or performance bottlenecks.

Basic Qualifications:

• 0-3 years of relevant experience.
• Ability to work well under pressure and manage priorities with urgent deliverables.
• Ability to deliver incredibly high-quality results in a heavy multitasking environment.
• Good communication and interpersonal skills for effective stakeholder and peer interaction.
• Basic knowledge of incident management processes and best practices.
• Familiarity with media streaming technologies, platforms, and protocols.

Preferred Qualifications:

• Technical background in digital media-related software or media technology support.
• Excellent problem-solving skills and the ability to work efficiently under pressure.
• Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification.

Education:

• Bachelor's Degree in a related field