Tech 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.
Our Guadalajara, Mexico Team is growing and we're looking for experienced Customer Services Representatives to join our Helpware team.
Position Overview:
Customer-centric and application-oriented
Primary responsibility is customer-facing support
Troubleshooting customer impacting issues
Strong communication skills
Customers, partners, technical, non-technical
Hands-on assistance to external customers to resolve specific issues
Develop support documentation, FAQs and training materials for customer use
Assist in onboarding customer and ensure smooth implementation of production services
Soft skills: communication, empathy, patience
Primary 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’s support organizations 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 such as CDN, streaming technologies (e.g., HLS, DASH), multicast, caching technologies, and media formats (e.g., audio/video codecs, metadata, DRM).
Support Scenarios
Support Tickets / Escalations
- VOD deliveries failed
- VOD asset won’t play
- VOD delivery delayed for extended period of time
- 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
Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.