A Resident Services Engineer at Verimatrix solves support requests for partners and customers in a rapid-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 setting 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Create knowledge base articles regularly and update any outdated articles.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 new product releases to validate fixed issues or ne

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🏢 Verimatrix
📍 Hyderabad