A Resident Services Engineer at Verimatrix solves support requests for partners and customers in a fast-paced environment. The role requires a strong background in systems and network administration, coupled with a solid understanding of how Verimatrix products integrate into integrated customer solutions.
A successful candidate will be proactive in preventing issues from arising and will notify customers when necessary. S/he must utilize a systematic, curious, and inquisitive approach to problem-solving, and actively share liaise with Professional Services, Product Management, Engineering, and Sales teams to improve product quality and increase customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES (Other Duties May Be Assigned)
Customer Support & Site Management
Provide onsite support to our Tier 1 customer
Handle customer cases through the portal and on-call, responding in a timely and professional manner to achieve high Customer satisfaction
As this specific role is based at the customer location, the candidate is required to plan, collate, manage,
and execute technical activities within the customer environment that may directly or indirectly impact Verimatrix product functioning
Participate in a 24/7 on-call rotation as part of a global support model
Technical Deployment & Troubleshooting
Install, configure, and troubleshoot the company’s DVB, IPTV, and OTT products
Troubleshoot and solve complex production issues from an application, database, and network perspective
Clearly articulate the issue or problem that needs analysis, ensuring it is well-defined and specific
Use concrete data to perform root cause analysis
Continuous Improvement
Take the initiative to become a Subject Matter Expert in more than one Verimatrix product line and coach other team members on a regular basis
Create knowledge base articles regularly and update any outdated articles
Participate in internal testing of recent product releases to validate fixed issues or new features