Technical Solutions Specialist

For more than two decades, Telestream has been at the forefront of innovation in the digital video industry, pioneering file-based video transcoding and high-quality media exchange over IP networks. Telestream provides world-class live and on-demand digital video tools and workflow solutions that allow businesses and consumers to transform video on the desktop and across the enterprise. Many of the world's most demanding media and entertainment companies such as CBS, BBC, CNN, FOX, CBC, Comcast, Direct TV, Time Warner, MTV, Discovery and Lifetime, as well as a growing number of users in a broad range of business environments, rely on Telestream products to streamline operations, reach broader audiences, and generate more revenue from their media. If you're looking for an industry leader in the high growth area of video, Telestream is for you.

Technical Solutions Specialist

Job Description

The Technical Solutions Specialist is an important role within Telestream: responsible for issue tracking, advanced troubleshooting cloud and on-prem solutions, escalation and resolution all while maintaining clear communication with the impacted customer. Those forms of contacts may include: ServiceCloud, phone, email or teleconferencing . Advanced duties can come in the form such as (but not limited to) database queries/scripts, recreation of issues in lab environments, working with development and 3rd Party hardware/software vendors to identify solutions, and more. We are looking for an individual who thrives in challenging situations and is passionate about solving complex issues and supplying unique solutions. This individual should have experience working with both cloud and on-prem solutions with an emphasis on the cloud.

Responsibilities

Customer Support

• Responsible for triage, troubleshooting, customer and internal communication, problem resolution and customer escalation through root cause analysis if necessary.
• Assisting other teammates as needed to collaborate on resolutions.
• Write and maintain documentation concerning the support processes, internal tools and scripts, including training material.
• Communicate customer needs internally to immediate management, Sales/Professional Services, product and Development Groups.
• Communicate with customers throughout the case lifecycle and initiate customer call back after problem resolution to ensure customer satisfaction.
• Participate in on-call rotation for off-hour support and rotating shift to staff 24x7 global support model. Ability to participate in on-call rotation is a must.
• Assist in the identification of application hardware/software failures that can be addressed through patches, upgrades configuration changes, solution redesign and software development (bug reporting and solution implementation).
• Responsible for SLA adherence in terms of first response and resolution times to ensure that service objectives are met.
• Creating engineering tickets for bugs while maintaining ownership of the ticket from start to finish to ensure customer satisfaction
• Employee must be able to relate to other people beyond giving and receiving instructions:
  • Can get along with other coworkers or peers without exhibiting behavioral extremes
  • Perform work activities requiring negotiating, instructing, supervising, persuading or speaking to others
  • Respond appropriately to constructive criticism from a supervisor/manager

Minimum Requirements

• Bachelor's degree in computer sciences or related field of study or equivalent combination of education and experience
• 2+ years' experience in Information Technology and/or Software Support
• Excellent communication skills both verbal and written
• Experience supporting cloud and on-prem solutions with an emphasis on cloud
• Excellent interpersonal skills and a collaborative style
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Proven technical and analytical skills
• Ability to Understand complex workflows across multiple servers and mediums
• Solid experience in problem analysis and resolution of software problems
• Proven ability to function in a self-directed environment
• Troubleshooting skills including but not limited to:

o Windows Administration in Windows Server, 2012, 2016, 2019+ environments

o Transcoding (FlipFactor, Vantage, FFMPeg, ContentAgent)

o Networking- FTP, CIFS, Tcp/ip, UDP, Wireshark, etc,

o Local Disk (SAN, NAS, Stornext, etc)

o Cloud Storage (S3, Azure, GCS, etc)

o Databases such as Oracle Database 12c, 19, Postgres

o Database querying/tools such as SQLplus, SQLDeveloper , PGAdmin 4

o LTO tape libraries (IBM, SPECTRA, ORACLE)

o Remote access (VPN, Webex, RDP)

o Fiber/Switches/HBAs

o Digital Video formats (MXF, mov, mp4, etc)

o Customer support/escalations

o Knowledge Management with strong skills in technical writing

Desired Qualifications

• Ability to manage multiple tasks and priorities
• Persuasive with details and facts, skill for setting customer's expectations
• High comfort level working in a diverse, rapidly changing customer service environment
• Candidate must be able to work within a flexible team and independently with minimal management oversight
• Troubleshooting skills including:

o SCSI communication protocols

o XML, JSON

o HTML

o Metadata

o APIs- WebServices, Enterprise Connect, REST

o Any experience with Telestream product suite

Language Skills

• English although multi-lingual (Spanish, French, Portuguese) a plus