About the role
At MainStreaming, we are on a mission to enable broadcasters, media and gaming companies transition to streaming video and offer their audience the best Quality of Experience.
With our innovative solution we deliver live and on-demand video, integrating all operative phases for ingest, encoding, management and distribution.
We are looking for a:
Customer Support & CDN Operations Engineer
Job Description:
As a Customer Support & CDN Operations Engineer at Mainstreaming, you will be responsible for providing advanced technical support to our customers, resolving complex issues, and ensuring high levels of customer satisfaction. You will be a key point of contact for critical incidents and will work closely with other teams to identify and implement solutions to prevent future problems.
Key Responsibilities:
- Provide advanced technical support to customers, troubleshooting and resolving issues related to our CDN platform. - Manage and resolve customer incidents, ensuring timely communication and resolution. - Identify and analyze recurring issues, influencing solutions to prevent future occurrences. - Conduct in-depth root cause analysis to determine the underlying cause of issues and help with the implementation of effective solutions. - Monitor services, infrastructure, and alarms. - Contribute to and maintain the knowledge base, ensuring it is up-to-date and accurate. - Participate in a 24/7 on-call rotation to provide timely support during off-hours. - Continuously identify opportunities for process improvement, streamlining workflows and enhancing efficiency.
What we’re looking for:
- PASSION FOR THE PRODUCT: Professional attitude towards software craftsmanship including testing and a passion for writing good documentation. - PROACTIVITY: You are confident enough to self-start your project and set your priority in autonomy while working with a group of international peers. - EAGERNESS TO LEARN: You don't get scared of something new, we provide you an environment where you can improve every day. - TEAMWORK: A high degree of collaboration, we are a team, we develop and grow together. - ENGLISH: Professional proficiency level, you will share your time within an international Team.
SKILLS
- 4+ years of experience in B2B SaaS Customer Support or Operations, with a strong focus on network/video streaming technologies and working with Enterprise customers. - Fundamental understanding how the Internet works (OSI Model). - Experience troubleshooting DNS, SSL/TLS, HTTP and Streaming Protocols. - Experience troubleshooting network connectivity issues, BGP routing, Etc. - Experience in command line, and tools, including curl, dig, traceroute, openssl, git, etc. - Strong technical knowledge of CDN technologies, video streaming protocols, and network infrastructure. - Experience with scripting languages (Python, Bash, etc.) and network tools (Wireshark, tcpdump, etc.) is a plus. - Excellent problem-solving and troubleshooting skills. - Strong communication and interpersonal skills. - Ability and willingness to work occasional weekends, holidays, after hours, and shifts. - Fluent proficiency in English is mandatory, in Italian is preferred, other languages are a plus.
What we offer:
- A young, dynamic and entrepreneurial environment where to develop and growth. - An innovative technology and service able to support the transition from traditional broadcasting to the streaming entertainment of the future. - A growth path aimed at improving your professionalism. - Flexible working hours. - Breakfast, lunch and snacks in our office. - Access to E-Learning platform. - Salary Range: 28.000 - 33.000
In MainStreaming you will be part of a dynamic, flexible, young, tight-knit and international environment and will have the chance to work in a company that values innovation, out of the box thinking, its employees and committed in making the world a better place.
La ricerca è rivolta a candidati di ambo i sessi. I candidati interessati possono inviare un curriculum vitae con l'autorizzazione al trattamento dei dati personali ai sensi del D.Lgs 196/03 e “Codice in materia di protezione dei dati personali” e dell’art. 13 GDPR 679/16 – “Regolamento europeo sulla protezione dei dati personali”.
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