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

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