Technical Services Expert

About LiveU

LiveU is driving the live video revolution providing live video streaming for TV mobile online and social media. Let your audience become part of your story with highquality and flawless live video transmitted from anywhere in the world through the use of our patented bonding and video transport technology. LiveU creates a consistent bandwidth and a reliable connection so you can acquire manage and distribute highquality remote live broadcasts.

Job Overview

The Technical Services Expert is the key person assisting LiveU customers partners and colleagues to achieve their technical goals solutions objectives and common practice guidance.

A techsavvy professional able to explain technical details and requirements to a nontechnical audience.

The TSE serves as the liaison between the customerfacing departments and R&D streamlining collaboration with the R&D counterparts and Product Manager.

TSE gains a deep understanding of his selected technical domain by functionality logs and roadmap

being a trusted advisor to address customer escalated issues.

Building a reliable longterm relationship with the respective R&D counterpart.

Key Responsibilities

• Solve and manage escalated technical cases on time as defined in the group SLA to the full satisfaction of the customer/partner.
• Responsible for managing the ongoing cases with customers partners and LiveU colleagues.
• Guide and convey knowledge to LiveU Sales engineers customers partners and colleagues on his technical domain.
• Establish and maintain an area of expertise and act as the source of knowledge between the organization customer and the product management and identify & support internal teams to remove friction in the customer experience
• Look at the bigger picture initiate technical and process improvements towards the Product managers based on the customer needs.
• Serve as the technical owner for projects such as UAT POC testing requests major events

Requirements :

• At least 4 years of relevant experience in multidisciplinary hightech company.
• Experience working with SaaS and Mobile applications
• HandsOn technical experience and managing Enterprise customers escalation.
• Experience working in the Linux environment.
• Knowledge of programming/scripting (Python Bash scripts)
• Knowledge and experience with networking LAN/WAN environments and protocols
• Solid problemsolving skills and dedication with an ability to report accurately and in an organized manner.
• Ability to multitask work under pressure within tight deadlines and time management
• Eager to constantly learn and improve on personal and team overall performance
• Ability to clearly and efficiently document technical information.
• Excellent communication skills and service orientation
• Strong teamwork and collaboration skills with interpersonal skills
• Perfect English speaking/writing skills
• Experience working in the professional broadcast/news industry Preferred
• Knowledge of professional video systems streaming protocols video compression Preferred
• Experience working in Cloud Environment Preferred
• Knowledge in ZenDesk (Case Management) Preferred
• Knowledge in Jira Preferred

Remote Work :

Yes

Employment Type :

None