Services Engineer I

Verimatrix (New Delhi, DL, India) 11 days ago

A Service Engineer at Verimatrix thrives in a fast-paced environment solving support requests for our customers and partners. Service Engineer have a background in systems administration and/or network administration and a good understanding of how Verimatrix products fit within the larger ecosystem of integrated off-the-shelf and custom solutions.  A successful Service Engineer will be proactive in preventing issues from arising and in notifying customers of possible issues. S/he is systematic their approach to problem-solving, curious and inquisitive as well as flexible. S/he will anticipate questions and issues customers and partners may have, and will share their feedback with Operations, Product Management, Engineering, Quality Assurance and Sales teams to improve product quality and increase customer satisfaction.

Main responsibilities:

  • Be part of the team of highly experienced services engineers that provides 24x7x365 support to customers.
  • Handle customer cases through portal/on-call and respond to cases in timely and professional manner to achieve high CSAT measured every quarter.
  • Contribute to knowledge base (KB) articles on regular basis and update the outdated articles (if any)
  • Participate during internal testing of new product release to validate fixed issues or new features.
  • Generate software licenses and delivering software to our customers
  • Updating our CRM system with up-to-date customer, system, project and case information
  • Install, configure and troubleshoot the company’s products

Main interfaces:

  • Global Operations team
  • Sales/Pre-Sales organization
  • Product Engineering teams

Required skills:

  • Experience in similar customer support roles.
  • Ticketing tools like Zendesk, JIRA, Salesforce.
  • Linux systems administration
  • AWS (EC2, RDS, Monitoring tools)
  • OTT(multiple DRM technologies)/DVB-S,C/MPEG&DVB tables/PSI(SI)
  • Static routes, DNS, Subnets/subnetting/etc.
  • Professional, positive, “can-do” attitude
  • Self-Motivated Learner
  • Critical thinking and problem-solving skills, and the ability to walk others through their logic

Required experience:

  • Total experience of 4 years in pay-tv/media/broadcast industry with:
    • At least 3-4 years of experience of working in large broadcast head-ends for DVB-C, DVB-S.
    • Around 2 years of hands-on experience in AWS.
    • Hands-on experience and knowledge in ABR/OTT/packaging/HLS or DASH manifests/etc.
    • Basic bash scripting and Linux server administration.

Educational background:

  • B.E./B.Tech. in CS/IT/ECE/EC from reputed college/university
  • BCA/MCA from reputed college/university

Bonus Qualifications:

  • AWS or AZURE certification
  • LPIC-1, LPIC-2, Oracle DB certification, Certified Kubernetes Administrator (CKA), RED HAT OpenShift Administrator, Docker Certified Administrator (DCA);
  • SQL scripting, Oracle DB handling.

About Verimatrix

Verimatrix (Euronext Paris – VMX) is a global provider of security and analytics solutions that protect devices, services and applications across multiple markets. Many of the world’s largest service providers and leading innovators trust Verimatrix to protect systems that people depend on every day for mobile apps, entertainment, banking, healthcare, communications and transportation. Verimatrix offers easy-to-use software solutions, cloud services and silicon IP that provide unparalleled security and business intelligence. Proud to empower and protect its customers for more than two decades, Verimatrix serves IoT software developers, device makers, semiconductor manufacturers, service providers and content distributors. With 18 office locations in 12 countries supporting more than 1,200 customers, the company is uniquely positioned to secure and enable the connected future.

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