Support Engineer

New Delhi - India

Monthly Salary: Not Disclosed

Posted on: 21 days ago

Vacancies: 1 Vacancy

Job Summary

If you have ever watched television or enjoyed a movie on your phone or tablet this experience was likely brought to you through an Ateme solution created by our award-engineering teams.

Ateme (PARIS: ATEME) is the global leader in video delivery partnering with top content and service providers and streaming platforms. Through our cutting-edge R&D and innovation we enable clients to deliver high-quality video experiences on any device boosting engagement and revenue.

Guided by a robust CSR policy we are committed to make entrertainment greener promote our employees well-being and ethical business practices.

At Ateme we prioritize innovation collaboration empowerment agility and diverse contributions.

Join our international team for an exciting journey in shaping the future of video!

Ateme is looking for a talented Support Engineer to join their team in India:

About the Role

The Support Engineer plays a key role in ensuring the successful delivery deployment and long-term performance of Atemes solutions for our most strategic and technically complex customers.

Acting as a trusted technical advisor you will oversee both project delivery and post-sales support building strong customer relationships driving satisfaction and ensuring seamless solution adoption.

By maintaining a long-term relationship the Support engineer develops the customers satisfaction and will work with the sales team for successful support contract renewals expansions and recurrent business.

Main Responsibilities

Project delivery

Participate in Factory Acceptance Tests system integration and end-to-end testing.

Lead on-site deployment and integration activities with customer technical teams.

Coordinate and deliver software updates patches and new feature rollouts.

Prepare and deliver technical training sessions for key customers.

Ensure proper project closure and maintain accurate and up-to-date system documentation.

Customer support

Act as the primary point of contact for customers under support contracts managing all operational and escalation processes.

Serve as an interface between customers and internal teams ensuring effective communication and timely issue resolution.

Develop and implement preventive maintenance strategies including maintenance plans and health checks.

Take ownership of corrective actions and service level fulfillment ensuring customer commitments are met.

Coordinate support coverage with third-party vendors and partners as needed.

Maintain up-to-date case tracking in JIRA and ensure effective escalation management (R&D Product Management or Top Management when required).

Lead technical support activities on managed accounts in close coordination with internal teams.

Set up and manage test and replication platforms to reproduce and diagnose issues.

Oversee RMA (Return Material Authorization) processes.

Provide on-site technical expertise during project or support phases when required.

Technical expertise

Strong hands-on experience with Linux systems and virtualization technologies.

Solid understanding of IP networking and video streaming technologies.

Proficient in internet protocols such as HTTP(S) TCP/IP DNS SSL and network routing and -depth knowledge of MPEG-2 MPEG-4 H.264/AVC ABR streaming and OTT technologies (HLS HSS HDS).

Good understanding of IT infrastructure (servers storage networking DevOps app deployment and security).

Familiarity with cloud orchestration tools such as Docker and Kubernetes is an advantage.

Essential requirements

Bachelors or Masters degree in Computer Science Electronics Telecommunications or a related technical field.

Experience: 36 years of experience in a technical support system integration or broadcast/video delivery engineering role.

Technical Skills:Strong command of Linux and IP with video compression streaming or CDN systems.

Working knowledge of virtualization and cloud Skills:Excellent customer communication and problem-solving skills.

Strong sense of ownership autonomy and to coordinate across teams (Sales R&D Product and Support).

Fluent in English both spoken and written.

Location

New Delhi/Gurgaon India (with occasional travel as required).

Why Join Ateme

At Ateme youll be part of a global technology leader in video delivery and compression solutions working alongside experts in an innovative and collaborative environment.
Youll have the opportunity to grow your technical expertise engage with top-tier international customers and make an impact on the future of broadcast and streaming technologies.

EQUAL EMPLOYMENT OPPORTUNITY

Ateme SA and all its subsidiaries respects Equal Opportunity. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.

If you have ever watched television or enjoyed a movie on your phone or tablet this experience was likely brought to you through an Ateme solution created by our award-engineering teams.Ateme (PARIS: ATEME) is the global leader in video delivery partnering with top content and service providers and ...