L2 Technical Support Engineer

hace 3 días

Villa la Cima, México Helpware A tiempo completo

**About Us**

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

We're looking for a highly skilled Level 2 Technical Support Engineer with a proven track record of resolving complex technical issues in live production and streaming environments. Brings a balanced profile of hands-on technical expertise, advanced debugging capability, and exceptional customer-facing communication skills. Well-versed in live event operations, issue reproduction, and log-based triage to ensure rapid time-to-resolution and mínimal customer disruption.
- Provides real-time troubleshooting and resolution support during live events. Capable of calming high-stress situations with clear guidance and prompt action.
- Acts as a trusted technical contact for enterprise clients. Able to translate complex technical findings into customer-friendly language and provide proactive guidance.
- Recreates reported customer issues in controlled test environments to isolate variables and narrow down root causes.
- Strong command of system logs, error tracing, and exception analysis. Uses structured triage methodology to filter relevant data for resolution or escalation.
- Performs initial impact analysis and escalation to Level 3 / Engineering teams when required, with all necessary diagnostics and reproduction steps clearly documented

Experience in video streaming / SaaS environments
- Basics of OTT streaming: Understanding how adaptive bitrate streaming works to provide an optimal viewing experience across varying network conditions.
- Streaming Protocols: Knowledge of streaming protocols like HLS (HTTP Live Streaming) and DASH (Dynamic Adaptive Streaming over HTTP). Experience in troubleshooting playback issues.
- Live Contribution: Basic knowledge of contribution protocols like RTMP, SRT, and Zixi.

Escalation paths and SLAs (incl. sample SLA metrics, reporting)
- Support Response Time SLAs a
- Default escalation path

○ Raise a support ticket with a much detail as possible

○ Shared Slack Channel can be used by end customer to further escalate the topic
- Historical Incident Reporting

Use of tools (incl. AI, e.g. co pilot), monitoring and diagnostic tools
- Zendesk (Ticket System)
- Jira (Issue Tracking)
- Kibana (Service Logs)
- AI Support Co-Pilot System
- Internal Dashboards

**We request**:

- L2 Support experience
- CET off-hours and weekend coverage
- Ability to debug network/backend service issues
- Ability to debug client-side video player code (web development experience required)

Tipo de puesto: Tiempo completo

Beneficios:

- Descuentos y precios preferenciales
- Programa de referidos
- Seguro de gastos médicos mayores
- Trabajo desde casa

Pregunta(s) de postulación:

- Vives Actualmente en la Zona Metropolitana de Guadalajara?

Experiência:

- debug network/backend service issues: 1 año (Deseable)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

  • Technical Support Engineer

    hace 6 días

    Villa la Cima, México Helpware A tiempo completo

    **About Us** Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional...

  • Team Leader

    hace 3 semanas

    Villa la Cima, México Helpware A tiempo completo

    **Team Leader - Technical Support****About Us**Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding...

  • Technical Support Representative

    hace 3 semanas

    Villa la Cima, México Helpware A tiempo completo

    **About Us**Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional...

  • Technical Support

    hace 4 semanas

    La Otra Banda, México ARKON DATA A tiempo completo

    Arkon Data somos un empresa de producto de Tecnologías de la Información, que desarrollamos soluciones para resolver los problemas de datos más complejos de las organizaciones. Nuestro producto es una plataformaque incluye diferentes soluciones como democratización y gobierno de datos, operación de datos a gran escala, control de datos maestros y...

  • Senior IT Engineer

    hace 7 días

    Villa de Reyes, México SL MEX SLP A tiempo completo

    SL MEX SLP, located in San Luis Potosí, is part of an international group dedicated to the manufacturing and assembly of automotive components. We operate under the highest standards of quality, safety, and productivity. The company is looking for a Senior IT Engineer to lead and support our technological infrastructure. This role will design, implement,...

  • Senior IT Engineer

    hace 1 semana

    Villa de Reyes, México SL MEX SLP A tiempo completo

    SL MEX SLP, located in San Luis Potosí, is part of an international group dedicated to the manufacturing and assembly of automotive components. We operate under the highest standards of quality, safety, and productivity. The company is looking for a Senior IT Engineer to lead and support our technological infrastructure. This role will design, implement,...

  • Senior IT Engineer

    hace 1 semana

    Villa de Reyes, México SL MEX SLP A tiempo completo

    SL MEX SLP, located in San Luis Potosí, is part of an international group dedicated to the manufacturing and assembly of automotive components. We operate under the highest standards of quality, safety, and productivity. The company is looking for a Senior IT Engineer to lead and support our technological infrastructure. This role will design, implement,...

  • Technical Support

    hace 8 horas

    La Otra Banda, México ARKON DATA A tiempo completo

    Arkon Data somos un empresa de producto de Tecnologías de la Información, que desarrollamos soluciones para resolver los problemas de datos más complejos de las organizaciones. Nuestro producto es una plataforma que incluye diferentes soluciones como democratización y gobierno de datos, operación de datos a gran escala, control de datos maestros y...

  • Technical Support Representative

    hace 4 semanas

    La Aurora, México DEXIS A tiempo completo

    Operating Company: DEXISLocation: La Aurora,Heredia,CRDate Posted: February 17, 2025Req Number: R **Join our Team! DEXIS** is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our Customer...

  • Technical Support Representative

    hace 8 horas

    La Aurora, México DEXIS A tiempo completo

    Operating Company: DEXIS Location: La Aurora,Heredia,CR Date Posted: February 17, 2025 Req Number: R5022348 **Join our Team! DEXIS** is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others. We have several new and exciting opportunities available as we expand our...