Lead Technical Customer Support Engineer

Greetings from Synamedia!!!!

Synamedia is looking for a Service Reliability Operator (SRO) with 4- 6 years of experience to join our Video Network Cloud Operations Centre in Bangalore. This is a technical support role focused on ensuring the reliability, availability, and performance of our cloud-based and on-premise video services.

The SRO will be the first line of defense in monitoring infrastructure, triaging alerts and tickets, resolving issues at first touch where possible, and escalating to Site Reliability Engineering (SRE) or Engineering teams as required. The role also involves close interaction with customers and internal teams, requiring strong communication and problem-solving skills.

Responsibilities

• Proactively monitor services and infrastructure at both application and system levels.
• Detect, triage, and resolve alarms and incidents, escalating when necessary.
• Handle incoming tickets via email, alarms, phone, and ITSM tools.
• Manage service requests such as user provisioning, configuration, environment setup, and deployments.
• Ensure SLA compliance for all tickets and incidents.
• Support high-priority incident bridges, documenting events and coordinating resolution.
• Execute emergency handling and service restoration activities.
• Refine and maintain SOPs, troubleshooting guides, and scripts.
• Collaborate with SRE, Engineering, and Dev teams to improve monitoring, tools, and reliability.
• Contribute to automation, reporting, and continuous improvement initiatives.

Skills

• Solid experience with public cloud platforms (AWS, Azure, or GCP).
• Strong knowledge of Linux administration and core system internals.
• Familiarity with containerized environments (Docker, Kubernetes).
• Hands-on with monitoring and observability stacks (Prometheus, Grafana, ELK/EFK, CloudWatch, Zabbix).
• Proficiency with scripting/automation (Python, Shell, or similar).
• Exposure to incident and change management processes (ServiceNow, Jira, or equivalent).
• Understanding of networking concepts (DNS, load balancing, routing, firewalls).
• Strong troubleshooting, analytical, and problem-solving skills.
• Knowledge of DevOps tools (CI/CD pipelines, Docker, Kubernetes).
• Exposure to video/media streaming technologies (OTT, IPTV, MPEG, DRM, VOD).
• Experience in automation frameworks for cloud operations.
• Networking certifications (CCNA/CCNP) or cloud certifications (AWS, Azure, GCP).

Soft Skills:

• Analytical and troubleshooting skills.
• Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
• Excellent written and verbal communication skills (essential)
• Flexible: Very able to adapt to a changing environment (essential)
• Able to take initiative and drive change (essential)
• Performs well under pressure and in disruptive environments where priorities can change in response to customer demand (essential)
• Capacity and passion to help customers. Good customer engagement (essential)

Education & Certifications

• Bachelors degree in Computer Science, Engineering, or equivalent.
• Relevant certifications in Cloud, Networking, or DevOps are a plus.

Growth Opportunities

When welcoming new talent into the team, we are always looking for opportunities to bring in new ideas, those who ask challenging questions and have the curiosity to learn. These qualities are important to us as we nurture a culture of innovation, seize more opportunities to partner with our customers and make a difference as we transform the future of video. To further support your growth and that of our talent pool, Synamedia offers an exhaustive library of skill enhancement resources from AWS, SkillSoft and other partners to help you upskill while on the job. Be it data analytics that picks your brain or content creation, theres something for every kind of mind.

Benefits and Perks

• Flexible working arrangements.
• Competitive pay hikes and bonus packages.
• Skill enhancement and growth opportunities.
• Equal opportunity employment.
• Health and wellbeing programmes.
• Collaborative work with a truly global team.