Support Engineer (L1)

Описание

Andersen is hiring a Support Engineer (L1) for a Media & Telecom project. The role focuses on supporting a video streaming SaaS platform and ensuring stable performance for end-users.

The customer is an innovative provider of video infrastructure solutions, offering advanced tools for encoding, playback, and real-time analytics. Their technology supports adaptive streaming at scale, enabling seamless video delivery across diverse platforms and devices. Known for pioneering achievements in cloud-based video processing and awarded for excellence in streaming innovation, the customer serves global media companies, content providers, and technology partners.

The project is focused on delivering continuous, high-quality support for end-users and technical teams, with the goal of minimizing downtime and optimizing user experience. It involves frontline technical support for a video streaming SaaS platform.

Responsibilities:

• Serving as the first point of contact for end-users and clients seeking technical assistance, product support, or service inquiries via Zendesk and Slack.
• Promptly acknowledge and triage incoming tickets and messages, accurately qualifying issue severity and category.
• Resolving standard issues using internal knowledge bases, support tools, and documented procedures.
• Escalating complex or unresolved issues to Level 2+ support with clear ticket context and diagnostic details.
• Contributing to internal documentation by identifying and submitting updates or gaps based on resolved issues.
• Communicating clearly and empathetically with customers, ensuring high satisfaction and SLA compliance.
• Navigating tools such as Zendesk, Slack, Confluence, and internal dashboards effectively
• Demonstrating basic understanding of video streaming workflows, including adaptive bitrate streaming (ABR) concepts.
• Applying foundational knowledge of streaming protocols such as HLS, DASH, and RTMP to assist with initial triage of playback or streaming-related issues.
• Maintaining a structured and detailed approach to incident handling, emphasizing documentation, reproducibility, and timely resolution.
• Collaborating efficiently with internal teams, using Jira, Slack bots, and AI support tools as needed.

Must-haves:

• Experience in a technical support or customer-facing role, ideally within SaaS or streaming environments, for 3+ years.
• Basic understanding of video streaming protocols (HLS, DASH, RTMP) and OTT workflows.
• Familiarity with adaptive bitrate streaming (ABR) concepts.
• Experience using Zendesk, Slack, and other support platforms.
• Ability to troubleshoot common issues using structured triage and internal tools.
• Detail-oriented, organized, and capable of handling multiple tasks with consistent follow-up.
• Team player with a proactive attitude and willingness to learn new tools and workflows.
• Level of English – from Upper-Intermediate and above.

Reasons why this job would be interesting to you:

• Experience in teamwork with leaders in FinTech, Healthcare, Retail, Telecom, and others. Andersen cooperates with such businesses as Samsung, Siemens, Johnson & Johnson, BNP Paribas, Ryanair, Mercedes, TUI, Verivox, Allianz, T-Systems, etc..
• The opportunity to change the project and/or develop expertise in an interesting business domain.
• Job conditions – you can work both fully remotely and from the office or can choose a hybrid variant.
• Guarantee of professional, financial, and career growth! The company has introduced systems of mentoring and adaptation for each new employee.
• The opportunity to earn up to an additional 1,000 USD per month, depending on the level of expertise, which will be included in the annual bonus, by participating in the company's activities.
• Access to the corporate training portal, where the entire knowledge base of the company is collected and which is constantly updated.
• Bright corporate life (parties / pizza days / PlayStation / fruits / coffee / snacks / movies).
• Certification compensation (AWS, PMP, etc).
• Referral program.
• English courses.
• Private health insurance and compensation for sports activities.

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