Product Support Engineer

• Provide L1/L2 technical support for video content security and streaming solutions (e.g., live streaming, DRM, watermarking, CDN integrations).
• Work closely with customers to troubleshoot issues related to playback, encoding, packaging, DRM, and integrations.
• Support product deployments on AWS cloud services including EC2, S3, CloudFront, MediaLive, MediaPackage, and related services.
• Monitor system health, logs, and performance metrics to proactively identify and resolve issues.
• Collaborate with engineering and DevOps teams to escalate, reproduce, and resolve complex product issues.
• Assist with product documentation, FAQs, and support knowledge base to empower customers with self-help resources.
• Participate in periodic on-call rotations to ensure round-the-clock support coverage (as needed).

Required Skills & Experience

• 3 years of experience in product/technical support or system operations.
• Hands-on experience with video streaming products or platforms (e.g., Wowza, Kaltura, Brightcove, or similar).
• Solid understanding of AWS services such as EC2, S3, CloudFront, MediaLive, MediaPackage, IAM, and CloudWatch.
• Good knowledge of HTTP Live Streaming (HLS), DRM, CDN workflows, encoding/transcoding, and video delivery pipelines.
• Experience with Linux environments, log analysis, and basic scripting (Bash/Python preferred).
• Strong communication skills and ability to explain technical issues clearly to both technical and non-technical users.
• Customer-first mindset with problem-solving abilities.

Good to Have but not mandatory

• AWS Certified Cloud Practitioner or Associate-level certification.
• Familiarity with observability and monitoring tools (e.g., Datadog, Prometheus, CloudWatch dashboards).
• Exposure to ticketing/support platforms (e.g., Zoho, Jira).

What We Offer

• Opportunity to work on cutting-edge cloud-based video security and streaming products.
• Collaborative work environment with exposure to product, DevOps, and engineering teams.
• Growth opportunities with AWS cloud and media technologies.

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