About Us

We are a leading provider of cloud native live video production technology, delivering enterprise-grade video experiences through our cloud-based SaaS platform. Built on AWS infrastructure, our platform enables organizations to seamlessly stream, produce, live clip and deliver live video content globally. We work with major broadcasters, sports teams and leagues like UFC, PSA World Tour, Globo, F1, CNN and many more.

Position Overview

We are seeking a Technical Support Engineer to join our customer support team. The ideal candidate will combine deep technical knowledge of video streaming technologies with excellent customer service skills to ensure our clients receive outstanding support for their streaming needs.

Please note: this role’s hours are flexible, 5 days out of 7 on a shift pattern.

Key Responsibilities

Customer Support & Troubleshooting

Provide expert technical support for customer inquiries regarding video streaming issues, including playback problems, encoding errors, and connectivity concerns
Analyze connectivity issues through logs, network traces, and telemetry
Debug video quality problems by examining bitrate encoding configuration, buffer statistics, and encoding performance metrics
Support customers with device or version compatibility issues across browsers like Chrome on Windows and Mac
Deliver real-time monitoring and incident response during customer live events
Troubleshoot video transcoding and transport issues using command-line tools (FFMPEG, mediainfo)

Technical Consultation

Monitor platform health using AWS CloudWatch and custom monitoring dashboards
Analyze network issues (such as latency / jitter / packet loss) using network diagnostic tools
Collaborate with engineering team to escalate and document reproducible bugs
Provide recommendations on optimal encoding settings for various use cases
Assist with streaming protocol selection (SRT, RTMP, HLS) based on customer requirements
Support redundancy and capacity planning based on customer requirements
Conduct technical onboarding sessions for new customers

Documentation & Knowledge Management

Create and maintain technical documentation and troubleshooting guides
Test and provide feedback on new platform features
Stay current with video streaming technologies and industry best practices

Required Qualifications

Bachelor's degree in Computer Science, Engineering, or related technical field
Knowledge of network protocols and troubleshooting tools
Familiarity with browser developer tools and network analysis
Excellent problem-solving and analytical skills
Strong written and verbal communication skills
Ability to explain technical concepts to both technical and non-technical audiences

Preferred Qualifications

Knowledge of video streaming technologies and protocols such as WebRTC, RTMP, HLS, SRT
Knowledge of video encoding and compression technologies
Experience with command-line tools like FFMPEG
Proficiency in using AWS cloud
Experience with live video streaming
Programming knowledge in JavaScript, Python, or similar languages

Required Skills

Technical Skills

Video streaming technologies and protocols
Network troubleshooting and analysis
AWS cloud services
Browser technologies and debugging
Command-line tools and scripts

Soft Skills

Excellent written and verbal communication
Strong customer service orientation
Ability to work under pressure, especially during live events
Good time management and prioritization skills
Team collaboration and documentation skills
Self-motivated learning and adaptation to new technologies

What We Offer

Competitive salary
Remote work options
Professional development opportunities
Cutting-edge technology exposure
Collaborative work environment

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Technical Support Engineer - Live Video (South America / Canada)