What are the responsibilities and job description for the Technical Support Engineer position at Intelliswift - An LTTS Company?
Job Title: Technical Support Engineer
Location: Denver, CO (Hybrid)
Candidate must be from Media background only.
Job Description:
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.
