Technical Support Engineer

Summary

Velocix provides maintenance and support services that help telecommunications providers, broadcasters, and streaming services deliver reliable video experiences at scale. The Technical Support Engineer monitors, troubleshoots, and resolves issues across customer IP Video environments, supports deployments and incident management, and engages with customers and internal teams to maintain service quality.

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
• Serve as a primary technical interface for customers through professional and effective communication
• Build and maintain strong customer relationships through regular communication, operational reviews, incident follow-up, and reporting
• Provide timely updates during incidents, maintenance activities, and service-impacting events
• Maintain high levels of customer satisfaction through responsive and customer-focused support
• Support the deployment of software patches, platform upgrades, and product releases
• Coordinate deployment activities with internal teams and customer stakeholders
• Assist with planning, testing, implementation, and validation activities
• For more experienced team members, lead deployment projects and act as the primary customer contact during upgrade activities
• Create, maintain, and improve technical documentation and knowledge base articles
• Share technical knowledge across the support organization
• Identify opportunities to improve operational processes, tools, and customer experience

Skills

• Linux system administration experience
• Strong command-line skills
• Basic scripting knowledge such as Shell, Bash, Perl, Python, or similar
• Understanding of enterprise IP networking concepts, including: TCP/IP
• UDP
• HTTP/HTTPS
• DNS
• Routing
• NAT
• VPNs
• Experience with networking infrastructure such as: Routers
• Switches
• Firewalls
• Load Balancers
• Experience with virtualization technologies such as:
• VMware
• ESXi
• VSphere
• OpenStack
• KVM
• Understanding of server, storage, and hardware operations
• Foundation in Linux, networking, or video technologies
• Strong troubleshooting mindset
• Eagerness to learn complex technologies
• Strong communication and customer service skills
• Experience supporting production environments
• Ability to independently troubleshoot and resolve incidents
• Proven customer-facing experience
• Strong understanding of networking and system administration
• Expertise in complex troubleshooting and incident management
• Experience leading escalations and customer communications during critical incidents
• Ability to drive technical investigations involving multiple teams and vendors
• Mentoring and knowledge-sharing capabilities
• Experience leading deployments, upgrades, or operational projects
• Technical troubleshooting and problem-solving
• Customer focus
• Communication and stakeholder management
• Incident and escalation management
• Team collaboration
• Adaptability and continuous learning
• Documentation and knowledge sharing
• Ownership and accountability
• Experience with one or more of the following is highly desirable:
• Content Delivery Networks (CDN)
• Adaptive Bitrate (ABR) Streaming
• Video Origins
• Live and On-Demand Video Delivery
• IPTV, OTT, or Streaming Platforms
• Knowledge of streaming protocols such as:
• HLS
• DASH
• MSS
• Experience with end-to-end IP Video delivery and integration is a strong advantage
• Knowledge of Velocix solutions is beneficial but not required:
• VXOA
• VXMDP
• VRM
• VPP

Qualifications

Must Haves

• Linux system administration experience
• Strong command-line skills
• Basic scripting knowledge such as Shell, Bash, Perl, Python, or similar
• Understanding of enterprise IP networking concepts, including: TCP/IP
• UDP
• HTTP/HTTPS
• DNS
• Routing
• NAT
• VPNs
• Experience with networking infrastructure such as: Routers
• Switches
• Firewalls
• Load Balancers
• Experience with virtualization technologies such as:
• VMware
• ESXi
• vSphere
• OpenStack
• KVM
• Understanding of server, storage, and hardware operations
• Foundation in Linux, networking, or video technologies
• Strong troubleshooting mindset
• Eagerness to learn complex technologies
• Strong communication and customer service skills
• Experience supporting production environments
• Ability to independently troubleshoot and resolve incidents
• Proven customer-facing experience
• Strong understanding of networking and system administration
• Expertise in complex troubleshooting and incident management
• Experience leading escalations and customer communications during critical incidents
• Ability to drive technical investigations involving multiple teams and vendors
• Mentoring and knowledge-sharing capabilities
• Experience leading deployments, upgrades, or operational projects
• Technical troubleshooting and problem-solving
• Customer focus
• Communication and stakeholder management
• Incident and escalation management
• Team collaboration
• Adaptability and continuous learning
• Documentation and knowledge sharing
• Ownership and accountability

Nice to Haves

• Experience with one or more of the following is highly desirable:
• Content Delivery Networks (CDN)
• Adaptive Bitrate (ABR) Streaming
• Video Origins
• Live and On-Demand Video Delivery
• IPTV, OTT, or Streaming Platforms
• Knowledge of streaming protocols such as:
• HLS
• DASH
• MSS
• Experience with end-to-end IP Video delivery and integration is a strong advantage
• Knowledge of Velocix solutions is beneficial but not required:
• VXOA
• VXMDP
• VRM
• VPP