Support Engineer within the Media Processing and Delivery (MP&D) Support

 

Support Engineer Job Role

 

Business Summary

 

MediaKind is a global supplier of advanced video technology, servicing producers, broadcasters, and distributors. Whether it’s live or on-demand, continuous streaming or event-based, we provide world-class encoding performance, a robust packaging feature set, and TV platforms that have been used by more subscribers than any other TV service on Earth.

 

Job Description

 

This position is for a Support Engineer within the Media Processing and Delivery (MP&D) Support team, which is comprised of a highly skilled team of Support Engineers. As a Support Engineer, you will be responsible for the analysis, diagnosis, development, modification, installation, testing, support, and maintenance of MediaKind TV-focused On-Prem or cloud-based solutions. Required for the continual support, automation evolution, integration, and optimization of our customers solutions.

You will be part of a team of talented engineers, enjoying a varied role, and having the capacity to be a significant contributor to a highly dedicated and focused team building and supporting the evolution of our solutions. Engineers are expected to be able to understand high-level designs, implement, support, and scale our solutions to our current and growing TV D2C customer base. The MP&D Support team is a team that values respect, professionalism, creativity, and perseverance (among other things).

Works collaboratively with both Operations and Product Development Unit (PDU) software engineers to deploy and operate systems across multiple platforms securely and accurately.

 

Responsibilities

 

• Assisting Operations, Services and PDU teams with day-2-day activities
• Integration and test support based on customer requirements in a variety of On-Prem and/or Cloud-based systems
• Modifies, installs, and prepares technical documentation for system software applications
• Take ownership of the customer communication on assigned Incidents.
• Analyze problems and identify suitable solutions to these problems whilst adhering to customer SLA KPIs
• Report on faults and failures, including recommendations on remedial steps and improvements, for feedback to the development and production functions; Including a full Root cause Analysis where required
• Working with 3PP equipment/software vendors for resolution of customer issues.
• Monitors systems capacity and performance, plans and executes disaster recovery procedures, and provides this to Tier 1 (Service desk) , Tier 2 & 3 technical support where applicable
• Deploying and upgrading customer systems based on existing procedures
• Expanding, correcting, and improving procedures as required
• Understand, create and update Grafana dashboards for improved monitoring
• Perform Event-based System monitoring and debugging that may be out of normal working hours
• Investigate customers environments and pre-emptively detected issues and determine which team is responsible to action
• Where required to provide product and system level training to internal and external customers
• Participate in the On Call rota

 

Additional experience should include:

• Good knowledge of MPEG, OTT, and DVB systems and associated fault-finding tools
• Competent networking skills and the use of TV-based streaming protocols, including SRT
• Source code control tools such as Git (GitLab, GitHub, etc)
• Monitoring, alerting and incident response tools i.e., Prometheus
• Strong Linux and some Windows Server operating system knowledge
• Utilizing open communication platforms such as Slack and/or Microsoft Teams
• Familiar with Azure DevOps (ADO) software
• Able to work remotely and independently where required

 

Suggested Qualifications

• 3+ years working in a Support or DevOps and/or Agile Support role
• 3+ years or more experience working in Digital Video, IPTV or OTT
• Reasonable knowledge of Azure, AWS, and Google Cloud systems
• Good knowledge of common cloud software components including but not limited to:
  • Kubernetes/Docker
  • Containerization
  • Virtualization
  • Prometheus
  • Rabbit
  • Mongo db
  • Elasticsearch
• Ability to modify scripts e.g. Helm charts, Python, Bash, PowerShell, etc.
• Understand JSON and YAML and use as required
• Networking – Solid understanding of network fundamentals (TCP/IP, Ethernet, L2/L3 routing, switches, Wireshark/ tcpdump) and any network diagnostics skills (hands on)
• Very familiar with video over IP networks: switching and routing protocols, Multicast/unicast, VLANs.
• Experience suppo