What are the responsibilities and job description for the Technical Support Engineer position at Falcon Smart IT (FalconSmartIT)?
Job Title: Technical Support Engineer
Location: Denver, CO (Hybrid)
Job Type: Fulltime
Job Description:
Candidate must be from Media background only.
- Key Responsibilities
- Leading the analysis and resolution of technical issues arising with Media Processing Support Contract related solutions
- Taking ownership of all technical issues and driving them to resolution and regularly and clearly communicating to all stakeholders
- Troubleshooting system integration, compatibility, product level and customer ecosystem faults
- Planning and implementing upgrade and expansion procedures.
- Monitoring the deployed system as necessary
- Answering questions from customers and prospective customers about the features and capabilities of the TV & Media products
- Developing customer facing documentation as needed
- Advising and support the QA testing for:
- Test new releases and workarounds for code fixes and regression bugs before deploying on a customer Production environment
- Use the customer specific test environment and provide corrective feedback to the Product Development Unit (PDU)
- Advise the PDU on customer specific test cases that could further enhance the PDU test bed and cycles
- Communicating customer requirements to our product and engineering staff
- Being part of an on-call 24/7 rotation, to deal with customer emergency issues at any time
- Qualifications and Experience
- A recognized University Degree, or equivalent experience, in Broadcast / Software / Systems / Communications / Electronics Engineering
- At least 2-3 years of experience with Linux OS (Command line) - Mandatory
- Strong knowledge of Video Compression Systems, Codecs and transmission protocols: SMPTE-2022, RTP, SRT/Zixi, HLS, DASH, Smooth Streaming, MPEG-2, H264, HEVC, J2K etc.
- Strong knowledge of Audio Compression: Dolby AC3, Dolby Digital Plus, AAC, Dolby Atmos, Dolby Vision. Ad-Insertion: SCTE35, POIS, ESNI/ESAM.
- Networking – Solid understanding of network fundamentals (TCP/IP, Ethernet, L2/L3 routing, switches, Wireshark/ tcpdump) and any network diagnostics skills (hands on)
- Very familiar with video over IP networks: switching and routing protocols, Multicast/unicast, VLANs.
- Understanding of HTTP traffic and protocols for video delivery and troubleshooting HTTP communications.
- Knowledge of IPTV/OTT middleware, and client operation is an advantage
- Knowledge of Cloud environments & Deployments, Operation and Administration (GCP or/and Azure or/and AWS, etc…) and micro-Services orchestrated or non-orchestrated solutions (DevOps, micro-Services Orchestration, virtual Machine, K8S, Docker)
- Experience in deep-dive MPEG Transport Stream analysis to solve sophisticated problems.
- Strong demonstrable reasoning skills and able to collate and investigate data from various sources
- Knowledge in Grafana, Kibana and Prometheus is an advantage
- Scripting experience capabilities (Shell, Python, Perl, etc...) is an advantage
- Knowledge of CDN & Origin Servers for ABR video delivery is a plus.
- Proven ability to troubleshoot and identify the root cause of issues.
- Experience in a high profile 24/7 production environment.
