Tier 2 Support Engineer - Media Platform

Job Description

Key Responsibilities: Advanced Troubleshooting: Troubleshoot issues related to storage technologies (RAID storage, NAS, SAN), networking, virtual and cloud technologies and clustered environments. Perform in-depth analysis of system logs, network traces, and configurations to identify root causes. Troubleshoot issues related to virtualization technologies, networking (L2/L3, TCP/IP), Linux CLI, Windows Administration, and storage technologies (NAS, SAN, clustered environments). Address issues concerning integrations with third-party creative tools like Adobe Premiere Pro, Avid Media Composer, DaVinci Resolve, and Final Cut Pro X. Customer Communication and Relationship Management: Communicate effectively with customers via phone, email, and live remote sessions, providing clear explanations and setting appropriate expectations for resolution. Maintain a customer-friendly attitude and a strong focus on customer satisfaction. Handle customer escalations with professionalism and empathy. Collaboration with Internal Teams: Work closely with Engineering, Product Development, and other support tiers to resolve complex issues and provide feedback for product improvements. Escalate issues to Tier 3 or engineering teams when necessary, providing comprehensive documentation and context. Collaborate with sales, operations, and administration to ensure customer success. Documentation and Knowledge Sharing: Document all technical inquiries, troubleshooting steps, and resolutions in a knowledge base or ticketing system. Develop and review content for knowledge sharing, both for internal use and customer-facing platforms. Identify recurring technical issues and recommend long-term solutions. Train Tier 1 support staff on resolving common or recurring issues. System Maintenance and Optimization: Assist with system updates, configurations, and network troubleshooting. Monitor system performance and proactively identify potential issues. Desired Skills and Experience: Technical Expertise : Proficiency in troubleshooting shared storage systems, network configurations, and media-centric workflows. Familiarity with EditShare's EFS, FLOW, and FLEX platforms is advantageous. Operating Systems : Strong knowledge of Linux, Windows, and macOS environments. Networking : Understanding of L2/L3 networking, including switch configurations and TCP/IP protocols. Media Applications : Experience with creative tools like Adobe Premiere Pro, DaVinci Resolve, and Avid Media Composer. Problem-Solving : Ability to analyze logs, replicate issues, and develop solutions in collaboration with engineering teams. Experience: Typically, 3-5 years of experience in a technical support role, preferably in the media, IT, or networking industry, or supporting SaaS products. Experience supporting enterprise-level customers. Experience supporting Hardware and software RAIDs Experience with support ticketing systems (e.g., Jira, Zendesk). Skills: Certifications in relevant technologies (networking, operating systems, cloud). Knowledge of specific codecs and media formats. Familiarity with LTO technology, Active Directory or DB servers (such as mysql or postgresql) Programming using scripting languages such as Python, Perl, SQL, Bash, Git, as well as any experience working with agile software development methodology