Customer Support Engineer

Customer Support Engineer

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Siden enables airlines to deliver a "living-room" entertainment experience directly to passengers' seat-backs, offering personalized OTT streaming, modern IPTV, and FAST channels. Its wireless technology ensures seamless, efficient content delivery in the air, while providing real-time insights into playback, usage, availability, and recommendations, empowering airlines to optimize engagement and content investment.

Position Summary:

Customer Support Engineer is customer-centric and focused on providing application-oriented support. The primary responsibility is to deliver hands-on assistance to external customers, troubleshooting, and resolving issues that impact their experience. The position requires strong communication skills to effectively engage with customers, partners, and both technical and non-technical stakeholders.

Additionally, the role involves developing support documentation, FAQs, and training materials to enhance customer self-service. The candidate will also assist in onboarding new customers and ensuring the smooth implementation of production services.

Role and Responsibilities:

• Provide technical support for all Siden customers.

• Technical questions about our services (VOD, IPTV, Photos)

• Errors or issues reported by customer staff and/or passengers

• Service impacting issues or outages

• Troubleshoot and resolve issues by communicating with our customer support organization and partners to understand, document, and analyze all available data related to technical support issues.

• Develop expertise in all Siden dashboard tools and detailed analytics.

• Use data to analyze, troubleshoot, and explain issues.

• Other tools: CLI, networking (e.g. wireshark), Excel

• Act as the primary point of contact and provide subject matter expertise for support escalations and ensure timely resolution.

• SME on Siden technology and how it interoperates with 3rd party technologies to deliver our services.

• Monitor system performance, proactively identify potential issues, and work to prevent downtime.

• Create and maintain documentation, including troubleshooting guides, FAQs, and best practices for customers.

• Assist in onboarding new customers and providing training on platform features and tools.

• Stay up to date on industry trends, emerging technologies, and customer needs to continuously enhance support quality.

• Collaborate with engineering, product, and SRE teams to address customer feedback and implement solutions.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a similar discipline.

• 3-5 years experience in a similar role with hands-on experience with Linux systems (Ubuntu preferred), Docker, TCP/IP networking (TCP, UDP, HTTP, multicast, DNS).

• Experience with cloud networking (AWS, Azure, GCP) is a plus.

• Moderate knowledge and/or a strong desire to learn content distribution technologies as CDN, streaming technologies (e.g., HLS, DASH), multicast, catching technologies, and media formats (e.g., audio/video codecs, metadata, DRM)

• Soft skills: communication, empathy, and patience

Support Scenarios:

• Support Tickets/Escalations

• VOD deliveries failed

• VOD asset won't play

• VOD delivery delayed for extended period

• Photo deliveries failed

• IPTV channel quality issues

• IPTV channel won't play

• Support Information Requests

• How to configure parameters

• How to check progress

• Support Monitoring

• Monitor delivery progress and key metrics

• Actively monitor SRT stream metrics.