Technical Support Engineer (Content Management - DIVA)

Sherpa Digital Media, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Day-one medical, dental & vision

Company-paid life + disability

401(k) with company match

Quarterly HSA boosts

Flexible time off

Pet insurance

Legal plan

Job summary

Telestream is seeking a Senior Technical Support Engineer – Content Management (DIVA) to provide post-sales technical support for the archive platform across on-premises and cloud deployments. You will diagnose issues, run database queries, and collaborate with Engineering for fixes while maintaining strong customer communication.

This role requires 3–5+ years in technical support in a B2B software or media tech environment, experience with Windows and Linux, and familiarity with Salesforce,

Qualifications

• Bachelor’s degree or equivalent in CS/IT or related field.
• 3–5+ years in technical support or related area, ideally B2B software, storage, or media tech.
• Experience troubleshooting software on Windows and Linux, including log analysis.

Responsibilities

• Provide post-sales technical support for Telestream’s DIVA archive platform.
• Diagnose and resolve issues across archive environments including cloud storage and networks.
• Replicate issues in lab environments and collaborate with Engineering for fixes.
• Maintain SLAs with timely case documentation and customer communication.

Skills

Technical troubleshooting

Customer communication

SLA adherence

On-call support

Lab replication

Education

Bachelor’s degree in CS/IT or related

Tools

Salesforce

Jira

Confluence

Job description

Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. Our teams work diligently to innovate and support world-class services, and we are looking for a Senior Technical Support Engineer to join our support team.

Technical Support Engineer – Content Management (DIVA)

• Department: Support – Content Management

• Reports To: Manager, Technical Support – Content Management

• Classification: Individual Contributor

• Experience: Typically 3–5+ years of technical support or related experience, ideally in a B2B software, storage, or media technology environment

• Location: US Remote; global support environment

_ **Work Authorization - Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future. _

Role Summary

• The Technical Support Engineer – Content Management is responsible for providing post-sales technical support to customers using Telestream’s Content Management products, with a focus on DIVA, Telestream’s video archive management platform. Customers rely on these systems to archive, protect, and retrieve their most valuable media assets across disk, LTO tape, and cloud storage. This role handles troubleshooting, issue tracking, escalation, and resolution across on-premises and cloud-connected archive deployments, maintaining clear and professional communication with customers throughout the case lifecycle.

• This is a technically oriented support role, not a call center position. The Technical Support Engineer works directly with customers to diagnose product and infrastructure issues, replicates problems in lab environments, runs database queries and reads application logs as part of the diagnostic process, and collaborates with Engineering when issues require software fixes or product changes. The role requires the ability to understand media workflows spanning multiple systems, such as asset management, storage, tape libraries, and networks, and to determine when to escalate issues to senior team members, subject matter experts, or Engineering.

• The Technical Support Engineer coordinates closely with the Professional Services (Delivery) team to manage handoffs between implementation and support, and back to Professional Services when customer issues require additional delivery engagement. This role must participate in an on-call rotation to support Telestream’s global customer base. Strong adherence to SLAs (first response and resolution times), accurate case documentation, and disciplined use of Salesforce, Jira, and Confluence are essential to this role.

Key Responsibilities

Technical Troubleshooting and Issue Resolution

• Provide technical support to customers using the DIVA platform, including its archive, restore, partial restore, copy, and delete operations.

• Diagnose and resolve issues across the archive environment, including the DIVA software, databases, source and destination storage, tape libraries and drives, cloud storage targets, and the networks that connect them.

• Troubleshoot integrations between DIVA and customer media asset management, production, and automation systems, such as Avid Interplay and other third-party applications that use DIVA’s APIs.

• Take ownership of customer issues from initial contact through resolution, including trouble ticket generation, incident diagnosis, root cause analysis, and customer communication throughout the case lifecycle.

• Replicate customer issues in lab environments to isolate root causes, using database queries, log analysis, and product configuration review as part of the diagnostic process.

• Identify hardware and software failures that can be addressed through patches, upgrades, configuration changes, or solution redesign, and document findings clearly for Engineering.

• Maintain strong adherence to SLA targets for first response and resolution times, ensuring service objectives are consistently met.

• Review assigned cases daily, update each with current status and next steps, and keep customer communication timely and clear.

Escalation and Cross-Team Coordination

• Determine when to elevate issues to senior staff or subject matter experts within the support team based on complexity, severity, or product area expertise.

• Prepare clear, well-documented escalation packages for Engineering when issues require software fixes or product changes, including steps to reproduce, error reports, log data, configuration files, and environmental details.

• Coordinate with the Professional Services (Delivery) team to manage handoffs between implementation and support, ensuring customers experience continuity when transitioning between teams.

• Follow associated Jira development tickets, follow up with Engineering when progress stalls, and provide logs, configuration files, or other data as requested.

• Communicate with Sales and Renewals teams regarding licenses, expired support, or project-related issues.

• Collaborate with teammates (including through Microsoft Teams) to share knowledge, assist on complex cases, and contribute to collective troubleshooting efforts.

On-Call Support

• Participate in an on-call rotation to provide support outside of standard business hours based on the needs of Telestream’s global customer base, many of whom run 24x7 broadcast and media operations.

• Respond to urgent issues during on-call periods with appropriate prioritization, diagnosis, and escalation based on severity and customer impact.

• Documentation and Knowledge Management

• Maintain accurate, detailed case notes in Salesforce for every customer interaction, ensuring the case record reflects current status, troubleshooting steps taken, and resolution details.

• Write and maintain documentation concerning support processes, internal tools, known issues, and workarounds.

• Contribute to the customer-facing knowledge base, creating articles that enable customer self-service and reduce repeat case volume.

• Document and track issues in Jira, including bug reports, feature requests, and enhancement suggestions surfaced through customer support interactions, and follow up with Engineering on progress.

Customer Advocacy and Communication

• Communicate clearly and professionally with customers via email, phone, and teleconferencing, maintaining a patient and solution-oriented approach throughout the support engagement.

• Advocate for customer needs internally to management, Sales, Solutions Engineering, Product Management, and Engineering, ensuring customer feedback and recurring issues are visible to the appropriate teams.

• Initiate follow-up communication with customers after issue resolution to confirm satisfaction and ensure the solution is stable.

Continuous Learning and Readiness

• Complete product training and build working knowledge of DIVA, including new releases, features, deployment models, and integration capabilities.

• Stay up to date with evolving industry technical standards, media workflows, archive storage technologies (including LTO tape and cloud storage tiers), and technology developments relevant to the products supported.

• Participate in internal training, product certifications, and knowledge-sharing sessions to maintain and deepen technical expertise.

Requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience.

• 3-5+ years of technical support or related experience in a B2B software, storage, or media technology environment, with a focus on enterprise-level product support rather than call center operations.

• Experience troubleshooting software applications across Windows and Linux operating systems, including log analysis. Some scripting and AI prompting experience is beneficial.

• Experience with Windows Server environments and system administration.

• Solid understanding of networking fundamentals and protocols (TCP/IP, Ethernet, IP routing, DNS, FTP, CIFS) as they apply to media technology deployments, including storage systems (SAN/NAS).

• Some experience with databases (Oracle, PostgreSQL, Microsoft SQL Server) and query tools.

• Familiarity with APIs, REST services, and metadata formats (XML/JSON).

• Exposure to media workflows, video formats, or content management systems.

• Experience with Salesforce (Service Cloud or similar), Jira, and Confluence, or comparable CRM, ticketing, and documentation tools.

• Experience with remote access tools (VPN, TeamViewer, RDP).

• Strong written and verbal communication skills, with the ability to articulate technical issues and solutions clearly to both technical and non-technical audiences.

• Demonstrated ability to manage multiple concurrent support cases, prioritize based on severity and SLA requirements, and work with moderate supervision.

• Ability to understand workflows spanning multiple services, platforms, and integration points, and to extract key facts for clear error reporting and escalation.

• Willingness to participate in an on-call rotation to support Telestream’s global customer base.

Preferred Qualifications

• Experience with video archiving or data archive and storage management products such as DIVArchive, DIVAnet, or DIVAdirector, or similar HSM and archive software. Experience with related legacy archive products such as Kumulate, MassStore, or FlashNet a plus.

• Experience with LTO tape libraries (IBM, Spectra Logic, Oracle) and tape drive troubleshooting.

• Experience with Fibre Channel infrastructure, including switches and HBAs.

• Cloud knowledge is helpful, such as AWS and Azure. Understanding cloud storage tiers and egress costs is a plus.

• Experience supporting media technology, video processing, or workflow automation products, or integrations with media asset management (MAM) systems.

• Knowledge of video production workflows, captioning, and timecodes.

• Awareness of broadcast technical standards and regulatory bodies.

• Multilingual capability (Spanish, French, Portuguese) is advantageous.

Benefits

Perks That Power Your Life
We offer a comprehensive package designed to support your health, financial security, and work-life balance. Our benefits are built to keep you healthy, supported, and free to do your best work.

• Day-one medical, dental & vision coverage
• 100% company-paid life + disability insurance
• 401(k) with a sweet company match (up to 8%)
• Quarterly HSA boosts & flexible spending accounts
• Flexible time off (salaried) or PTO (hourly) + generous paid holidays
• Pet insurance (yes, your dog gets benefits too)
• Legal plan + extras like accident & critical illness coverage

Telestream is committed to a fair and transparent hiring process. We do not use artificial intelligence (AI) to screen, evaluate, or make selection decisions about applicants. All applications are reviewed by our recruiting team and hiring managers to ensure each candidate receives thoughtful, human consideration based on their qualifications and experience.