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Provides onsite and 24/7 customer support for DVB, IPTV, and OTT platforms. Installs, configures, deploys, monitors, and troubleshoots complex application, database, Linux, network, and containerized systems. Performs root-cause analysis, manages incidents within SLAs, creates automation and knowledge-base content, validates product releases, and develops product expertise while collaborating with engineering, product, professional services, and sales teams.
A Resident Services Engineer at Verimatrix solves support requests for partners and customers in a fast-paced environment. The role requires a strong background in systems and network administration, coupled with a solid understanding of how Verimatrix products integrate into integrated customer solutions.
A successful candidate will be proactive in preventing issues from arising and will notify customers when necessary. S/he must utilize a systematic, curious, and inquisitive approach to problem-solving, and actively share liaise with Professional Services, Product Management, Engineering, and Sales teams to improve product quality and increase customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)
Customer Support & Site Management
Industry Experience
About Verimatrix:
Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports, to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business.
A successful candidate will be proactive in preventing issues from arising and will notify customers when necessary. S/he must utilize a systematic, curious, and inquisitive approach to problem-solving, and actively share liaise with Professional Services, Product Management, Engineering, and Sales teams to improve product quality and increase customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)
Customer Support & Site Management
- Provide onsite support to our Tier 1 customer.
- Handle customer cases through the portal and on-call, responding in a timely and professional manner to achieve high Customer satisfaction.
- As this specific role is based at the customer location, the candidate is required to plan, collate, manage, and execute technical activities within the customer environment that may directly or indirectly impact Verimatrix product functioning.
- Participate in a 24/7 on-call rotation as part of a global support model.
- Install, configure, and troubleshoot the company’s DVB, IPTV, and OTT products.
- Troubleshoot and solve complex production issues from an application, database, and network perspective.
- Clearly articulate the issue or problem that needs analysis, ensuring it is well-defined and specific.
- Use concrete data to perform root cause analysis.
- Take the initiative to become a Subject Matter Expert in more than one Verimatrix product line and coach other team members on a regular basis.
- Create knowledge base articles regularly and update any outdated articles.
- Participate in internal testing of new product releases to validate fixed issues or new features.
- Create and deploy task automation solutions to enhance efficiency and boost productivity.
Industry Experience
- 8–10 years of experience working in the DVB, IPTV, OTT, and STB domains.
- At least 4-5 years of hands-on experience deploying DVB/OTT/IPTV platforms.
- Experience integrating platforms with different transcoders, packagers, and other OTT eco-system technologies.
- Video Technologies: Working experience with streaming protocols including HLS, MPEG-DASH, MPEG-TS, RTP, RTSP, and Multicast.
- Systems & Troubleshooting: Experience troubleshooting complex system and application issues in Linux, database, and containerized based distributed systems.
- Network Tooling: Hands-on experience using Linux tools, Wireshark, tcpdump, FFmpeg, curl, and Postman to troubleshoot OTT/IPTV streaming, network, and application issues in production environments.
- Monitoring & Observability: Experience administering and using monitoring and querying tools like Grafana and Kibana. Experience with application performance monitoring, log aggregation, and analysis using tools like Grafana, Kibana, and Elasticsearch.
- Extensive experience in customer-facing roles, with the ability to converse and convince C-level tech executives while explaining complex technical issues.
- Proven customer support experience, including responding to system alerts, incident tickets, and information requests within defined SLAs.
- Critical thinking and problem-solving skills, with the ability to walk others through logical processes.
- Proficiency in working independently with minimal supervision.
- B.E./B.Tech. in CS/IT/ECE/EC from a reputed university.
- Cloud & Containerization: CKA, Red Hat OpenShift Administrator, Docker Cert.
- Systems & Networking: CCNA, RHCE, Oracle DB certification, Automation Certs, Python.
About Verimatrix:
Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports, to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business.
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