Company Overview
At Synamedia, we unite over 1,900 uniquely talented individuals across 20 countries, to realise our vision of transforming the way the world is entertained and informed. As the leading global provider of video services, Synamedia builds and develops advanced advertising, broadband and content distribution services with the sole mission of transforming how businesses navigate the dynamic digital landscape. Our solutions, backed by three decades of expertise and partnerships with over 200 customers worldwide, touch the lives of millions of people. Our clients include the likes of Disney, Astro, Comcast, Sky, Tata Play among others.
As we embark on this journey to expand our product suite and presence in new domains, we are looking for talents with a passion for technology, innovation, and dynamism. Join us if you want to grow along with us in creating and delivering the most complete, secure, and advanced end-to-end video technology solutions.
Role Description
About the Job Lead Technical Customer Support Advisor
Synamedia is looking for a Technical Customer Support Engineer who is interested in joining our Synamedia Video Network Technical Services Team.
We invite you to join some of the industry's brightest minds in developing, deploying and supporting today's most advanced video technologies. In this job role, you will be a part of our Video Network team supporting a range of products that are critical in the Service Provider market. You will have the opportunity to develop strong technology skills in areas including Digital Video, SW Applications and Data-Networking. You must be willing to learn, adapt, and embrace lots of change in this rapidly evolving market. We are looking for a candidate who can show aptitude and appetite for learning new technologies, applying this to solve customer issues remotely and drive customer satisfaction.
This position is for a technical support engineer in Bangalore. The primary responsibility is to handle emergencies/outages, provide technical support to our customer across the globe by troubleshooting the issues, providing the root cause analysis, escalating the request/issue to next level to ensure that issues are mitigated and resolved with utmost priority while handling the support tickets.
This role requires strong communication skills where the engineer is required to interact with the customer and various teams in Synamedia.
We are looking for a highly motivated self-starter who has a robust appetite for learning, collaborating, and supporting solutions for our customers. As such, strong communication and documentation skills are vital, in addition to a passion for delivering high-quality products.
Responsibilities
- Working in a highly collaborative environment as part of a worldwide team
- Work in rotational shifts
- Troubleshooting live environment issues, customer installs and upgrades
- Liaising with engineering when identified bugs or feature deficits
- Assisting in the ongoing deployment and maintenance of internal test environments
- Occasional travel to customer sites may be required
- Forward Tickets to Engineering Team that cannot be addressed at Support Level
- Monitoring the SLA associated with Ticket.
- Work as a team member, providing support to colleagues as and when required.
- Command and control during High Priority Events.
Personal Attributes
- 5+ Years Digital Video experience
- 5+ Years of Unix/Linux experience
- 3+ Years of Networking experience
- 3+ Years of Scripting
- Strong analytical and troubleshooting skills
- Good exposure to incident management tools like Service Now
Product Skills And Experience
- Synamedia DCM / vDCM
- Synamedia VSM
- Synamedia D9036 Encoder
- Synamedia D98xx IRDs
- Synamedia MEG
- Synamedia PowerVu / PNC / vPNC / PCAM
- Synamedia VDS-TV
- Synamedia OMD
- Cisco UCS
- Cisco Switching & Routing
- ASI/SDI Routing (Multiple Vendors)
- DVB-S/C/T Modulation
Soft Skills
- Good written and spoken communications skills
- Eager to learn. Technical aptitude to assimilate new learning quickly (essential)
- Excellent written and verbal communication skills (essential)
- Flexible: 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
- BS in Computer Engineering, IT, Computer Science, or equivalent experience (Essential)
- Other relevant technical certification (advantageous)
Benefits And Perks
- Flexible working arrangements
- Competitive pay and bonus packages
- Skill enhancement and growth opportunities
- Equal opportunity employment
- Health and wellbeing programs
- Collaborative work with a truly global team
A Culture of Belonging
Synamedia is committed to promoting a diverse, inclusive and equal opportunity community - a place where we can all be ourselves and succeed. Our values connect us, and we love to win together. We work with a bias to action, we innovate and encourage curiosity to grow and evolve, as a team.
In our aim to foster a people-friendly environment, we offer a range of family friendly, inclusive employment policies, flexible working arrangements, engagement activities and services to support all our colleagues across our 20 office locations. Synamedia regularly organizes community events that promote cohesion and diversity among colleagues. We are proud of our mental health wellbeing initiatives, our Pride month awareness campaign, our cancer awareness program and much more.
