Video Delivery Support Engineer

Velocix Solutions Limited; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

Velocix is seeking a capable technical support engineer to monitor, troubleshoot, and resolve issues across customer IP video environments. You will investigate incidents, perform root cause analysis, and coordinate with engineering for solutions, while maintaining documentation and service metrics.

Role adapts from junior to senior levels, with opportunities to lead deployment projects and engage with customers during upgrades and maintenance activities.

Qualifications

• Foundation in Linux, networking, or video technologies.
• Strong troubleshooting mindset.
• Eagerness to learn complex technologies.
• Strong communication and customer service skills.

Responsibilities

• Monitor, troubleshoot, diagnose, and resolve issues across customer IP Video environments.
• Investigate incidents affecting video delivery, streaming performance, system availability, and customer services.
• Perform root cause analysis and implement corrective or preventative actions.
• Handle escalated technical issues and collaborate with engineering and product teams when required.
• Follow established support processes, tools, and operational procedures while contributing to continuous improvement initiatives.
• Ensure all support activities are documented accurately within ticketing and knowledge management systems.
• Maintain awareness of service metrics, SLA commitments, and operational KPIs.

Skills

Linux

CLI

Python

Shell scripting

Perl

Networking

TCP/IP

UDP

HTTP/HTTPS

DNS

Routing

VPNs

Firewalls

Load Balancers

VMware

ESXi

vSphere

OpenStack

KVM

CDN

ABR

Live Video

IPTV/OTT

HLS

DASH

MSS

VXOA

VXMDP

VRM

VPP

Tools

Linux

Job description

Velocix is seeking a capable technical support engineer to monitor, troubleshoot, and resolve issues across customer IP video environments. You will investigate incidents, perform root cause analysis, and coordinate with engineering for solutions, while maintaining documentation and service metrics.

Role adapts from junior to senior levels, with opportunities to lead deployment projects and engage with customers during upgrades and maintenance activities.