Business Summary MediaKind is a global supplier of advanced video technology, servicing producers, broadcasters, and distributors. Whether it’s live or on-demand, continuous streaming or event-based, we provide world-class encoding performance, a robust packaging feature set, and TV platforms that have been used by more subscribers than any other TV service on Earth. MediaKind truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative engaging environment where employees enhance their potential every day. Our employees live our vision, core values and guiding principles. This has lead MediaKind to win 12 Engineering Emmy Awards. Job Description The purpose of the Mediaroom (IPTV) Support Engineer (SE) position is to provide customers with reliable technical solutions to the complex integration problems associated with the Mediaroom solution built on the Microsoft platform. This Support Engineer position focuses on the IPTV product Mediaroom® (IPTV = Internet Protocol Television). As a technical resource working with our Mediaroom operators and partners, you will be minimally required to have solid technical expertise across Microsoft enterprise products like Windows Server, SQL Server, System Center tools, and strong troubleshooting skills with technical depth in at least 2 areas of technology utilized by the Mediaroom platform. Microsoft SQL Server troubleshooting and architecture expertise with knowledge of Mediaroom is currently the primary skillset needed by our team. At a high level, candidates must have exceptional customer service, problem solving, and communication skills, and the ability to work in a team environment. Must have sufficient technical depth to communicate with development, field, and other internal organizations at a peer level as well as convey technical concepts to non-technical individuals. Must possess the ability to work with minimal supervision and operate as a self-contained business unit within the Mediaroom team. Responsibilities Lead the investigation and isolation of unique and challenging problems, collaborate with product development teams and other support groups to devise a plan for resolution that meets the customer’s needs. Maintain high levels of customer satisfaction, both external and internal customers. Delivery of support within predefined service level agreement. Define methods and process to lead both customers and internal resources through technical issue deconstruction and analysis. Provide direction to others on the management and analysis of issues, review solutions, review technical documentation for accuracy and depth, and deliver technical training. Interact with Support Ticketing, Bug Tracking and Knowledge Management systems to share incident and error information in a consistent format on a timely basis. Report software bugs to product groups. Advise on potential software improvements during the design and pre-release process. Participate on On-Call rotation with your peers six months after start date with the team. Mediaroom Support Services provides 24 x 7 x 365 support. Off-hours support, evening, and weekend shifts will be required on a rotation basis with other team members. Travel of 10-30% may also be required. Core Competences Problem solving & strategic thinking Delivering Results & Meeting Customer Expectations Analyzing Software\Hardware support Network level competence Negotiation & Argumentation skills Administrative Skills Planning & Organizing skills Presenting & Communicating Information Applying Expertise & Technology Working with People - Teamwork Qualifications Strong analytical and problem-solving skills. Linux Knowledge and System Management Knowledge of Postgres and/or Cassandra Database and Schema Management High Level Understanding of IP Networking HTTP delivery and Web Services Experience HLS and Smooth streaming Experience a plus! Basic Understanding of Client Platform Development (I.E: iOS, Android, Web, Roku...) Scripting language knowledge (BASH, PHP, C or C , Java.) Team player English fluency both verbal and writing is essential Works effectively in situations involving uncertainty, change, or lack of information. Self-starter with ability and ambition to work remotely, onsite with a specific customer for extended or dedicated periods of time. Ability to work across groups by setting mutual goals, ensuring clarity of roles, and working together in ways which enhance business effectiveness Willing to learn and a great attitude! Relevant Technologies Has detailed, hands-on understanding of knowledge/skill in two or more of the following areas and is able to apply it effectively when managing/troubleshooting customer problems: SQL Server (Performance Analysis and Query Design, Clustering, DB Management/Admin, and interaction with Web Services) Windows Server (OS, AD, IIS, PKI, .Net Framework, Web-Services, Clustering technologies, Hyper-V) System Center tools (Operations Manager, Configuration Manager, Virtual Machine Manager), Troubleshooting Techniques and Tools (PSSDiag, DebugDiag, NetMon, Message Analyzer, WireShark, IIS Logs, Event Logs, TSReader, etc.), Knowledge of Managed and Unmanaged code, related troubleshooting, and PowerShell scripting, Troubleshooting capability with common Audio-Video delivery formats; such as MPEG, Microsoft Debug (User and Kernel mode) tools knowledge and troubleshooting skills #LI-REMOTE#LI-PG1