Description

Act as the technical escalation point for complex issues while partnering with sales teams to design and deliver media technology solutions.

This role is hybrid.

Responsibilities

• Partner with sales teams to understand customer needs and design tailored media technology solutions.
• Act as the primary technical point of contact for assigned customers, conducting technical reviews and recommending optimizations.
• Manage open Incidents and Problems, ensuring timely internal and customer-facing follow-ups.
• Lead customer technical onboarding from discovery sessions through implementation.
• Advocate for customer needs internally, collaborating with product and technology teams to enhance service delivery.

Required Skills

• Over 5 years of experience in a relevant technical support role.
• Strong background in media technology solutions (video streaming, encoding, DRM, OTT).
• Expertise in fundamental technology and network concepts, including IT security best practices.
• Experience working with cloud platforms (AWS, Azure, Google Cloud) and CDNs.
• Familiarity with Service Management processes (incident, major incident, problem, change management).
• Proficiency in O365, AzureDevOps (ADO), Salesforce and/or ServiceNow.
• Required knowledge of Xml, Srt, Graphql, Rest, Html, Ssh.
• Experience in service and support within the broadcast or new media industries.

Preferred Skills

• Ability to work with global virtual teams to deliver resolutions.

Key Skills

Education

Any Graduate