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Support Engineer Video & Media

Job Title: Support Engineer Video & Media
Contract Type: 正社員
Location: Tokyo
Salary: 6 - 9 Million Yen Annually
Start Date: ASAP
REF: 646842
Contact Name: Roland Bolinth
Contact Email:
Job Published: 2年弱 前

Job Description

  • Provide phone and e-mail technical support for partners and customers with support contracts
  • Effectively and clearly communicate with the customer to determine root cause of all issues. (i.e. - obtain the support package and all necessary technical information in order to qualify the customer issue)
  • Perform root cause analysis and reproduce the problem to the extent possible.
  • Work closely with internal support, engineering and professional services teams to ensure timely issue resolutions.
  • Provide workarounds, as appropriate, based on the experience and the information in the database (Salesforce).
  • Resolve all issues in a timely manner and confirm closure with the customer.
  • Document all details of the case and contact with customers via case entries in Salesforce.
  • Escalate where required to resolve problems. Involve management where required to assign required resources. Provide regular, professional feedback to the customer.
  • Coordinate weekly with the customer support team on all open trouble tickets and write a weekly report.
  • Leading the analysis and resolution of technical issues arising with all TV & Media products.
  • Planning and implementing upgrade and expansion procedures.
  • Monitoring the deployed system.
  • Answering questions from customers and prospective customers about the features and capabilities of the TV & Media products.
  • Developing customer facing documentation as needed.
  • Communicating customer requirements to our product and engineering staff

Required Skills

  • BS in computer science or electrical engineering
  • A minimum of 3 years of relevant industry experience (video or cable industry experience is a requirement)
  • Knowledgeable in major technical disciplines necessary for the end-to-end system design, analysis, integration, and testing of various digital video broadcast and delivery systems.
  • Familiar with IPTV set-top boxes and IPTV deployment
  • Familiar with OTT formats and systems is a plus
  • Knowledgeable in Windows and Linux System Administration
  • Understanding of Internet protocols such as FTP, MFTP, HTTP (XML, HTML), and SSH
  • Deep understanding of MPEG-2, MPEG-4 H.264/AVC compression and streaming video technologies including HLS, HSS, FMP4, and RTMP.
  • Familiar with Mobile Television streaming standards.
  • Exceptional written and verbal communication skills and ability to interface with all customers/partners in a professional manner.
  • Very familiar with IP network switching and routing protocols.
  • Experience in a multicultural environment is a plus.
  • Fluent in Japanese and English is mandatory
  • 3-5 years of experience in supporting large scale deployments, preferably software solutions.