Customer Support & Operations Engineer

At MainStreaming, we are on a mission to enable broadcasters, media and gaming companies transition to streaming video and offer their audience the best Quality of Experience.

With our innovative solution we deliver live and on-demand video, integrating all operative phases for ingest, encoding, management and distribution.

We are looking for a:

Customer Support & CDN Operations Engineer

Job Description

As a Customer Support & CDN Operations Engineer at Mainstreaming, you will be responsible for providing advanced technical support to our customers, resolving complex issues, and ensuring high levels of customer satisfaction. You will be a key point of contact for critical incidents and will work closely with other teams to identify and implement solutions to prevent future problems.

Key Responsibilities

• Provide advanced technical support to customers, troubleshooting and resolving issues related to our CDN platform.
• Manage and resolve customer incidents, ensuring timely communication and resolution.
• Identify and analyze recurring issues, influencing solutions to prevent future occurrences.
• Conduct in-depth root cause analysis to determine the underlying cause of issues and help with the implementation of effective solutions.
• Monitor services, infrastructure, and alarms.
• Contribute to and maintain the knowledge base, ensuring it is up-to-date and accurate.
• Participate in a 24/7 on-call rotation to provide timely support during off-hours.
• Continuously identify opportunities for process improvement, streamlining workflows and enhancing efficiency.

What we’re looking for

• PASSION FOR THE PRODUCT: Professional attitude towards software craftsmanship including testing and a passion for writing good documentation.
• PROACTIVITY: You are confident enough to self-start your project and set your priority in autonomy while working with a group of international peers.
• EAGERNESS TO LEARN: You don’t get scared of something new, we provide you an environment where you can improve every day.
• TEAMWORK: A high degree of collaboration, we are a team, we develop and grow together.
• ENGLISH: Professional proficiency level, you will share your time within an international Team.

SKILLS

• 4+ years of experience in B2B SaaS Customer Support or Operations, with a strong focus on network/video streaming technologies and working with Enterprise customers.
• Fundamental understanding how the Internet works (OSI Model).
• Experience troubleshooting DNS, SSL/TLS, HTTP and Streaming Protocols.
• Experience troubleshooting network connectivity issues, BGP routing, Etc.
• Experience in command line, and tools, including curl, dig, traceroute, openssl, git, etc.
• Strong technical knowledge of CDN technologies, video streaming protocols, and network infrastructure.
• Experience with scripting languages (Python, Bash, etc.) and network tools (Wireshark, tcpdump, etc.) is a plus.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability and willingness to work occasional weekends, holidays, after hours, and shifts.
• Fluent proficiency in English is mandatory, in Italian is preferred, other languages are a plus.

What we offer

• A young, dynamic and entrepreneurial environment where to develop and growth.
• An innovative technology and service able to support the transition from traditional broadcasting to the streaming entertainment of the future.
• A growth path aimed at improving your professionalism.
• Flexible working hours.
• Breakfast, lunch and snacks in our office.
• Access to E-Learning platform.
• Salary Range: 28.000 – 33.000

In MainStreaming you will be part of a dynamic, flexible, young, tight-knit and international environment and will have the chance to work in a company that values innovation, out of the box thinking, its employees and committed in making the world a better place.

La ricerca è rivolta a candidati di ambo i sessi. I candidati interessati possono inviare un curriculum vitae con l’autorizzazione al trattamento dei dati personali ai sensi del D.Lgs 196/03 e “Codice in materia di protezione dei dati personali” e dell’art. 13 GDPR 679/16 – “Regolamento europeo sulla protezione dei dati personali”.