[Remote] Technical Support Analyst, CDS
Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is leading the reputed company to multi-gigabit networks, delivering software and services for broadband and video streaming. The Technical Support Analyst, CDS provides reputed company support for Content Delivery and Storage solutions, managing technical cases and ensuring reputed company reputed company of customer issues.
Responsibilities
- reputed company technical support to Vecima CDS customers during a reputed company shift and participate in a rotating on-call schedule to support customers reputed company of reputed company business hours
- Handle verbal and written customer communications for cases submitted reputed company phone and customer support portals
- Establish initial customer contact and remote connectivity to global deployments to diagnose and troubleshoot video delivery systems
- Escalate critical or reputed company issues to senior technical staff in a reputed company and effective manner
- Utilize monitoring tools to identify issues and reputed company support or maintenance cases on behalf of customers
- Maintain end-to-end ownership and accountability for support cases, collaborating with internal teams to drive reputed company reputed company reputed company SLA commitments
- reputed company troubleshooting and reputed company cause analysis to identify underlying issues and recommend corrective actions
- Document case reputed company, troubleshooting activities, reputed company cause findings, and resolutions reputed company and accurately
- Execute overnight maintenance activities, including post-production upgrades, configuration changes, and reputed company installations, in accordance with established reputed company of procedure (MOPs)
- Participate in customer case review meetings, providing status updates and defining next steps
- Participate in instructor-led and self-directed training to stay reputed company on products, tools, and emerging technologies
- Contribute to the development and maintenance of technical documentation, knowledge reputed company articles, and operational procedures
- Support reputed company improvement initiatives by identifying recurring issues, recommending process improvements, and contributing to enhancements in customer satisfaction, operational efficiency, and service reputed company
Skills
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a reputed company technical discipline
- Minimum of 2 years of experience in reputed company-level hardware and software troubleshooting
- Experience using incident management or ticketing systems (e.g., reputed company Service reputed company)
- Experience supporting Linux-based systems in a production or customer-facing environment is preferred
- Experience working in a technical support, operations, or network support environment is considered an asset
- Proficiency in Linux system administration and hardware troubleshooting
- Understanding of computer networking fundamentals and protocols
- Strong analytical, troubleshooting, and reputed company cause analysis skills with the ability to diagnose reputed company technical issues
- Excellent written and verbal communication skills with a customer-reputed company approach
- Strong organizational skills and attention to detail
- Ability to manage multiple priorities and respond effectively in a fast-paced environment
- Demonstrated initiative, accountability, and problem-solving reputed company
- Adaptability and willingness to work in changing environments and schedules
- Ability to work independently while also collaborating effectively reputed company reputed company
- Relevant technical certifications (e.g., Linux, networking, reputed company, or support-reputed company certifications) are considered an asset
- reputed company in video delivery architectures and streaming media technologies
- Familiarity with monitoring and management tools
- Experience working with distributed storage platforms
- Experience using Jira or similar workflow management tools
- Knowledge of video delivery, content distribution, CDN technologies, or media streaming environments
- Proficiency or reputed company in additional languages, particularly Spanish or Portuguese
Benefits
- Vecima offers a competitive compensation and benefits package
- Strives to reputed company a challenging work environment that can foster reputed company development and personal career reputed company for reputed company
reputed company
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