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.
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.
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.
Participate in a 24/7 on-call rotation as part of a global support model.
Technical Deployment & Troubleshooting
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.
Participate in internal testing of new product releases to validate fixed issues or new features.

REQUIRED SKILLS AND EXPERIENCE

Industry Experience

- 8–10 years of experience working in the DVB, IPTV, OTT, and STB domains.
- At least 4-5 years of hands-on experience deploying DVB/OTT/IPTV platforms.
- Experience integrating platforms with different transcoders, packagers, and other OTT eco-system technologies.

Video Technologies: Working experience with streaming protocols including HLS, MPEG-DASH, MPEG-TS, RTP, RTSP, and Multicast.
Systems & Troubleshooting: Experience troubleshooting complex system and application issues in Linux, database, and containerized based distributed systems.




Network Tooling: Hands-on experience using Linux tools, Wireshark, tcpdump, FFmpeg, curl, and Postman to troubleshoot OTT/IPTV streaming, network, and application issues in production environments.
Monitoring & Observability: Experience administering and using monitoring and querying tools like Grafana and Kibana. Experience with application performance monitoring, log aggregation, and analysis using tools like Grafana, Kibana, and Elasticsearch.
Extensive experience in customer-facing roles, with the ability to converse and convince C-level tech executives while explaining complex technical issues.
Proven customer support experience, including responding to system alerts, incident tickets, and information requests within defined SLAs.
Proficiency in working independently with minimal supervision.
B.E./B.Tech. in CS/IT/ECE/EC from a reputed university.

Bonus Certifications
Cloud & Containerization: CKA, Red Hat OpenShift Administrator, Docker Cert.
Systems & Networking: CCNA, RHCE, Oracle DB certification, Automation Certs, Python.
Verimatrix (Euronext Paris: VMX) helps power the contemporary connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports, to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business.

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📌 Service Engineer / Service Support (Gurugram)
🏢 Verimatrix
📍 Gurugram