Technical Support Engineer

The Role:

React and respond to automated alarms and perform necessary troubleshooting/analysis.

Perform necessary on-call escalation for further investigation.

Provide technical and solution support to customers and partner through tickets, telephone, email, meeting.

Troubleshoot, perform root cause analysis. Handle service tickets based on the SLA requirements and templates.

Interface with engineering partner/on-site engineer to fulfil customer function and performance request.

Develop service FAQs and cases periodically based on service requirements, and share with others.

Responsible for networking fundamentals and protocols (e.g., DNS, TCP/IP, HTTP/HTTPS, REST API, etc.), by managing audio & video multimedia protocol, CDN distribution acceleration, RTC and other technologies.

Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process.

Perform work with cloud technologies such as Alibaba, AWS, Azure, GCP to cope with video live streaming technologies.



What we are looking for:

Diploma and/or Degree in Computer Science, Information Technology or equivalent.

Required language(s): Mandarin (Speak, Write, Read) and English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

Familiar with cloud and networking. Coding language such as Python and/ or Golang (Go) would have added advantage.

Preferable basic Live Streaming relevant knowledge such as video and audio encoding/decoding, CDN, RTMP, real-time communication (web RTC).

Guidance & training will be provided.