Sr Production & Tech Support Engineer

NBCUniversal; Englewood Cliffs (NJ); Remote; USD 100,000 - 130,000; Full time

Job summary

Join a major entertainment powerhouse as a Senior Production & Technology Support Engineer! This exciting role offers the chance to work with cutting-edge virtualized production infrastructure and applications that are critical for live broadcasts across various NBCU networks. You will provide essential support for mission-critical applications, collaborate with talented teams, and help enhance production processes. If you thrive in a fast-paced environment and have a passion for technology and media, this is the perfect opportunity to make a significant impact in the world of entertainment. Embrace the challenge and be part of a team that values innovation and excellence!

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid leave

Tuition reimbursement

Discounts on various services

Qualifications

• 5+ years supporting mission-critical applications in production environments.
• Experience with cloud services and troubleshooting diverse applications.

Responsibilities

• Provide L1 to L3 support for virtualized production applications.
• Collaborate with teams to enhance technology for on-air production.

Skills

Support for large-scale applications

Agile methodologies

Troubleshooting skills

Communication skills

Problem-solving skills

Knowledge of broadcasting equipment

Continuous Delivery and SDLC experience

Education

Bachelor's degree in a relevant field

Tools

GitHub

Service Now

AWS

NoSQL databases

Microsoft Office

Job description

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

As a member of NBCUniversal’s Production Software Engineering (PSE) team, the primary purpose of the Senior Production & Technology Support Engineer is to provide support for NBCUniversal’s virtualized production infrastructure and applications critical to on-air production, custom built software, and infrastructure. This role will be responsible for providing L1 through L3 support (depending on which application) for our 24x7x365 applications used in newsrooms, studios, control rooms, and the field across NBCU.

This role encompasses a focus on virtualized production infrastructure and production software critical on-air applications, requiring hands-on 24/7/365 support for application infrastructure and collaborating with cross-functional teams and 3rd party vendors to enhance and optimize technology for a major television network. The position requires weekday, weekend, and holiday shifts, as live on-air operations run continuously, with weekends and holidays treated as standard workdays.

Responsibilities

• Provide Support to Virtualized Productions and Production Software Applications
  • Support live programming for NBCU Local, MSNBC, CNBC, TODAY, Nightly News, Dateline, Telemundo, and other NBCU shows and networks.
  • Responsible for the support of live production operations within the facility for on-air production.
  • Respond to and resolve reported issues from users and L1 using best practices to ensure production reliability.
  • Communicate and escalate issues to L3 support & engineering managers as needed.
  • Passionate about the production process, excited by new technologies and opportunities and ready to help develop and improve the existing process and infrastructure.
  • Self-directed ownership of tasks and assignments.
  • Able to provide adequate status updates to senior and executive leadership communicating both problems and solutions to technical and non-technical personnel alike.
• Validation of Software Deployments
  • Assist and collaborate with the development team in validating new platform software releases.
  • Identify bugs and workflow gaps through operational testing.
• Documentation and Workflow Development
  • Identify and resolve gaps in documentation.
  • Create Standard Operating Procedure (SOP) documents for efficient issue resolution for use by technical operations and other support staff.
  • Create new SOPs and operational guidelines and train others in these SOPs, issue resolution, and recovery.
  • Researching and documenting production issues or potential on-air discrepancies.
• Application Support
  • Monitor incoming user issues (tickets and/or emails) and provide hands-on application support and troubleshooting for 24x7x365 virtualized productions and production software applications.
  • Collaborate with cross-functional teams to define support SOPs and create /define playbook documentation.
  • Perform routine system updates, security patching, and provide on-call 24x7x365 coverage.
  • 24x7x365 availability for production outages, emergencies, deployments, and escalations.
• Collaboration and Coordination
  • Work closely with leaders to coordinate maintenance and build activities around production schedules.
  • Collaborate with various teams, including Scrum Leads, Software Engineers, QA Engineers, Product Manager, Project Managers, Producers, Operational Partners (Contractors and/or Staff) and third-party vendors.
  • Participate in Scrums, demos, and other Agile ceremonies.
• Outage Response and Root Cause Analysis
  • Own outage response, management, resolution, and root cause analysis.
  • Establish subject matter expertise for all applications and workflows.
• Metrics and Continuous Improvement
  • Implement gathering and utilization of metrics to measure accomplishments and monitor progress, ensuring SLAs are met and customers are satisfied.
  • Contribute to process improvement ideas and support innovation.

Qualifications

Basic Requirements:

• 5+ years of experience supporting large-scale, mission-critical applications.
• Proficient in agile, Github, and ITSM tools like Auto Now Service Now.
• Experience troubleshooting a broad range of applications, desktop & mobile operating systems, browsers, etc.
• Must have experience working directly with software development teams in a Continuous Delivery and SDLC environment.
• Knowledge of a broad range of enterprise technologies.
• Must have ability to review and interpret application, infrastructure, and service logs.
• Must have basic knowledge of AWS services (IAM, EC2, RDS, S3, etc.).
• Must have knowledge across cloud providers (AWS, Azure, GCP) a plus.
• Knowledge of NoSQL data stores (MarkLogic, MongoDB, Cassandra, DynamoDB, Couchbase, PostgreSQL, etc.) a plus.
• Knowledge on all broadcasting equipment.
• Strong Knowledge of automation and IT systems.
• Well-versed on Broadcast operations and procedural requirements.
• Troubleshooting Audio, Video and other technical issues that may arise in the uplink/downlink signal path.
• Fluent in Microsoft Office applications.
• Must be willing to work evenings, overnights, weekends, holidays with little or/no notice.
• Must be willing to travel on an as-needed basis.
• Familiarity with AWS services and cloud providers is a plus.
• Experience within a News or Television Production Environment / Media & Entertainment a must.

Desired Characteristics:

• Responsive and organized, with a high tolerance for stressful situations.
• Inclusive and collaborative approach with strong interpersonal and communication skills.
• Detail-oriented and resourceful with a drive to learn.
• Strong problem-solving and written communication skills.
• Flexibility to work according to production software engineering schedules.
• Passion for monitoring, metrics, and continuous improvement.
• Ability to take responsibility, jump in and get things done, and be self-directed.
• Strong interpersonal and communication skills.

Additional Requirements:

• Fully Remote: This position has been designated as fully remote.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website.

Salary range: $100,000 - $130,000

We are accepting applications for this position on an ongoing basis.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [e-mail].