L2 Support Engineer - APAC
L2 Support Engineer - APAC
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Job Description
If you have ever watched television or enjoyed a movie on your phone or tablet this experience was likely brought to you through an Ateme solution created by our awardengineering teams.
Ateme (PARIS: ATEME) is the global leader in video delivery partnering with top content and service providers and streaming platforms. Through our cuttingedge R&D and innovation we enable clients to deliver highquality video experiences on any device boosting engagement and revenue.
Guided by a robust CSR policy we are committed to make entrertainment greener promote our employees wellbeing and ethical business practices.
At Ateme we prioritize innovation collaboration empowerment agility and diversity.
Join our international team for an exciting journey in shaping the future of video!
We are recruiting a L2 Support Engineer:
The L2 Support Engineer will play a crucial role in reproducing and validating bugs transferring knowledge on root causes and performing stress and density tests in collaboration with Atemes largest and most complex customers. This position requires the ability to handle intricate support cases and work closely with field engineers to ensure the complete lifecycle of support cases is efficiently managed and resolved.
Key responsibilities
Support:
- Collaborate closely with field support engineers to ensure alignment on the resolution and fix strategies for ongoing support cases.
- Reproduce and investigate customerreported issues within the Level 2 Support Lab following the support case protocols.
- Develop detailed replication steps and analyze the potential causes of reported issues as documented in support tickets.
- Ensure appropriate transition of tickets to R&D by moving them to the correct status with thorough documentation.
- Validate patches and hot fixes to ensure they resolve the identified issues.
- Strictly follow internal protocols regarding ticket creation release announcements release testing and provide comprehensive technical information.
- Prioritize bug fixes according to urgency and collaborate with the HQ L2 team to resolve issues until the support case is closed.
- Provide support for upgrades or maintenance tasks related to bug fixes on production platforms when required.
- Conduct stress and density tests on a casebycase basis.
- Participate in a 24x7 phone support rotation providing critical assistance to customers as needed.
Level 2 support lab:
- Maintain the L2 Support Lab ensuring it is ready for critical and complex APAC customer usecases.
- Facilitate remote access to the lab for the HQ L2 team providing guidance during bug reproduction when necessary.
- Oversee lab inventory ensuring uptodate records on hardware specifications software versions and warranty details.
Essential requirements:
- Bachelors degree in Computer Science Engineering or related technical fields.
- Experience in customer support and/or R&D environments is advantageous.
- Strong knowledge of technical disciplines related to the support troubleshooting and testing of digital video broadcast and delivery systems.
- Proficiency in IP Networking and video streaming technologies.
- Familiarity with Docker Kubernetes and scripting languages.
- Indepth understanding of video compression standards (MPEG2 MPEG4 H.264/AVC) ABR streaming and OTT technologies such as HLS HSS and HDS.
- Experience with administrative tools such as GitLab Atlassian Nexus and others.
- Excellent verbal and written communication skills with the ability to communicate effectively at all levels of the organization.
- Strong problem investigation and resolution abilities.
- Ability to work within a multicultural collaborative team environment.
- Willingness to travel for customer and field visits as needed.
Location:
- Hanoi Vietnam
Type of contract:
- Employment
Benefits:
- Comprehensive private health & accident insurance: Includes annual health checkups to ensure your wellbeing.
- Remote work flexibility: Options available to support worklife balance.
- Generous paid time off: Enjoy 20 days of paid annual leave to recharge and unwind.
- Continuous learning & development: Access to our technical training platform available for all Atemians empowering you to enhance your skills and grow in your career.
We believe that great talent comes from a variety of backgrounds and no one ever fits a job description perfectly. If youre passionate about what we do and eager to learn we want to hear from you! Your unique experience and perspective could be exactly what we need. Dont hesitateapply today!
EQUAL EMPLOYMENT OPPORTUNITY
Ateme SA and all its subsidiaries respects Equal Opportunity. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.
Employment Type
Full Time
