Support Engineer
Day to Day:
- Responsible for production support of all streaming products on the Open Video platform
- Take ownership of Incident & problem management for the platforms/products, including communications, documentation and bridge facilitation with the goal to minimize customer impact
- Utilize multiple tools to monitor the health of each platform and, when incidents are detected, takes action to mitigate through first touch resolution or escalating to respective service owners
- Investigate & troubleshoot production issues, including deviations in KPIs on Headend and clients. utilize information in tools to further isolate the source of errors and effectively direct troubleshooting efforts
- Maintain high accuracy of incident data in tools
- Analyze risk and assign appropriate impact-based severity to incidents
- Identify alerting & monitoring gaps and assist responsible teams to close gaps by taking action and/or through feedback loop
- Identify opportunities for automated remediation of common platform issues and assist in development of remediation scripts when possible
- Develop documentation and knowledge base for OpenVideo systems to foster expanded troubleshooting capabilities across the engineering and operations organizations
- Develop and deliver training and share knowledge to help increase the skill level of the team
- Work with development and operations teams to drive constant improvement in reliability, operability, performance
Preferred Qualifications:
- Associate or BS Degree in Computer Science (CS) or related discipline
- 1-2 years’ experience with scripting languages such as python and UNIX shell scripts
- Experience with OSS tools like ServiceNow and monitoring tools like MoogSoft
- Experience with navigation of monitoring tools and dashboards, including Grafana, Conviva, New Relic, Splunk, Elk, Ineoquest, Harmonic VOS, Zabbix, and QuickPanel to analyze and identify faults on all OTT streaming platforms
- Understanding of network concepts and implementations
- Understanding of cloud concepts and implementations
- Familiar with Agile software development practices
- Attention to detail and completing work with high degree of accuracy
- Ability to efficiently multi-task and succeed in high pressure situations
- Excellent interpersonal and communication skills
- Proactive, flexible, innovative
- Passionate and empathetic towards customers