#2025-O-0047 Support Engineer
#2025-O-0047 Support Engineer
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$ 74000 - 84000
1 Vacancy
Job Description
Support Engineer
Location: Princeton NJ
Who we are:
INVIDI Technologies is the worlds leading developer of software transforming television all over the world.Our two-time Emmy Award-winning technology is widely deployed by cable satellite and telco operators. We provide a device-agnostic solution delivering ads to the right household no matter what program or network youre watching how youre watching or whether youre in front of your TV laptop cell phone or any other created the multi-billion-dollar addressable television business that today is growing rapidly globally.
INVIDI is right at the heart of the very exciting and fast-paced world of commercial television; companies benefiting from our software include DirecTV (US) and Hotstar (India) networks such as CBS/Viacom and Sun TV advertising agencies such as Ogilvy and Publicis and advertisers such as Chevrolet and Verizon.
INVIDIs world-class technology solutions are known for their flexibility and adaptability. These traits allow INVIDI partners to transform their video content delivery network revamping legacy systems without significant capital or hardware investments. Our clients count on us to provide superior capabilities excellent service and ease of use.
The goal of developing a unified video ad tech platform is a big one and the right engineers--like you--flourish in INVIDIs creative inspiring and supportive culture. It is a demanding high-energy and fast-paced environment. INVIDIs developers are self-motivated quick studies can-do individuals who embrace the challenge of solving difficult and complex problems.
About the role:
We seek highly dedicated and self-motivated Support Engineers who can use the right tools to find the best solutions to problems. As part of the support team you will play an important role in all aspects of client support.
Key Responsibilities:
Provide INVIDIs customers with quick accurate and professional replies via ticketing system chat email or phone.
Bring expertise in troubleshooting customer issues and review and approve other support team members communication with customers.
Maintain a high level of customer satisfaction by having the full confidence of the customer that you will skillfully represent their issue across all relevant areas of INVIDI to ensure that it is understood and resolved.
Develop an understanding of each customers specific implementation and needs.
Serve as the expert that both support and cross-functional teams consult when they need insight on how something will look from the customer perspective and/or a better understanding of the potential impact on customers.
Relay customer feedback to internal teams.
Work closely with internal teams such as Product Engineering Customer Success and Customer Solutions teams.
Reach out to members of other teams at INVIDI with confidence and suggest and drive initiatives around improvements and optimizations in products and or processes. Also able to direct others to do the same.
Appropriately triage a given problem; isolate and escalate any deemed problem within INVIDI by acting as an escalation point for team members.
Conduct root-cause analysis with engineering teams to make sure that issues are resolved.
Mentor Support Engineers and help them understand how to get to the root cause of an issue using the right channels.
Conduct audits on internal and customer-facing documentation keeping the content up-to-dateand understandable and providing approvals to support team members.
Edit available content as the product changes and bring up inefficiencies or burdens that dont make sense; review and approve bugs.
Ability to explain complex issues to technical and non-technical audiences.
Ability to influence decisions with internal and external stakeholders.
On-call work is required and will be compensated separately
You must have:
Bachelors Degree or the equivalent combination of education technical certifications trainingand work experience
10 years of relevant support experience.
Fluent in English with excellent verbal and written communication skills.
Must be able to articulate technical solutions to all audiences.
Capable of clarifying unclear requirements for both internal and external stakeholders.
Experience in debugging complex technical issues in a fast-paced work environment.
Highly motivated and interested in customer support and customer satisfaction.
Ability to learn quickly and to cope with ever-changing environments.
Desire to learn new things and perform technology research & troubleshooting.
Ability to work with multiple customers and situations simultaneously.
Willingness to take ownership of internal projects focused on improving existing documentation or processes.
Must be proficient in three of the nice-to-have technical skills below.
Operate as a Technical Account Manager for specific Customer(s)
Nice-to-have technical skills:
Experience supporting cloud-based SaaS products.
Experience using monitoring tools such as DataDog.
Experience with web technologies and platforms such as JavaScript HTML FTP SSL and CSS.
Experience with Unix environments.
Experience with scripting languages like Python and Bash
Experience with REST APIs.
Experience with Amazon Web Services and associated cloud-based technologies (KinesisAthena etc.).
Experience with customer support software such as TeamSupport
Experience with relational databases.
Nice-to-have experience:
Experience with video advertising and ad serving.
Experience working in AGILE environment.
Experience with Atlassian products (Jira Confluence etc.).
INVIDI Offers Competitive Benefits & Total Rewards:
- Paid Time Off (PTO) Vacation
- Company Holidays
- Medical & Prescription
- Dental & Vision
- FSA
- 401(k) STD LTD AD&D and Life
- Corporate Discounts
- Tuition Reimbursement Program
- Employee Referral Bonus Program
Physical Requirements:
- INVIDI is a conscious clean well-organized and supportive office environment.
- Prolonged periods of sitting at a desk and working on a computer are normal.
Equal Opportunities and Accommodations Statement:
INVIDI is proud to be an equal-opportunity employer seeking to create a welcoming and diverse
environment. All qualified applicants will receive consideration for employment without regard to race
color religion gender gender identity or expression family status marital status sexual orientation
national origin genetics neurodiversity disability age or veteran status or any other non-merit based or
legally protected grounds. INVIDI is committed to providing reasonable accommodations to qualified
individuals with disabilities in the employment application process. To request an accommodation please
contact Human Resources by email at at least one week in advance of your interview.
INVIDI provides reasonable accommodations consistent with US legal requirements.
Note:
- Final candidates must successful pass INVIDIs background screening requirements.
- Final candidates must be legally authorized to work in the United States.
Required Experience:
Manager
Employment Type
Full-Time
