Senior Technical Support Engineer – Hybrid (SaaS & Broadcast)

AI-Media; Australia; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Career progression

Rewards platform

Flexible public holidays

Parental leave

Employee Assistance Program

Recognition awards

Annual reviews

Modern office near transport

Vacation 4 weeks

10 paid sick days

Job summary

AI-Media is seeking a Technical Support Engineer Level 3 to join our global team on a hybrid basis. You will serve as the senior escalation point for complex hardware, software and SaaS issues, and you will develop technical docs for APIs and integrations.

You will collaborate with Product Dev, Engineering, Technical Writing and Sales, including on-call rotations, to ensure timely issue resolution. 4+ years of relevant experience and strong communication are essential.

Qualifications

• 4+ years of technical support experience, preferably in a SaaS or broadcast technology environment.
• Experience with VM SaaS deployments and familiarity with MPEG-TS, SRT and related streaming protocols.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Customer-first approach, taking ownership of issues and following through to practical solutions.
• Strong planning, prioritisation and problem-solving skills, with the ability to work effectively in a complex technical environment.
• Integrity, professionalism and adaptability, with a collaborative approach across teams.

Responsibilities

• Serve as the senior escalation point for complex hardware, software and SaaS platform issues, using advanced troubleshooting and system architecture knowledge.
• Develop and maintain technical documentation for APIs, system integrations and platform functionality, and review client configurations for optimisation.
• Collaborate with customers and cross-functional teams, including on-call rotations, to ensure timely issue resolution.

Skills

Advanced troubleshooting

Excellent communication

Cross-functional collaboration

On-call support

Problem solving

Planning & prioritisation

Tools

AWS CloudWatch

AWS EC2

RESTful APIs

Webhooks

Zendesk

Jira

MPEG-TS

SRT

Broadcast workflows

Job description

AI-Media is seeking a Technical Support Engineer Level 3 to join our global team on a hybrid basis. You will serve as the senior escalation point for complex hardware, software and SaaS issues, and you will develop technical docs for APIs and integrations.

You will collaborate with Product Dev, Engineering, Technical Writing and Sales, including on-call rotations, to ensure timely issue resolution. 4+ years of relevant experience and strong communication are essential.