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Technical Support Engineer

Salary undisclosed

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The Role:

  1. React and respond to automated alarms and perform necessary troubleshooting/analysis.
  2. Perform necessary on-call escalation for further investigation.
  3. Provide technical and solution support to customers and partner through tickets, telephone, email, meeting.
  4. Troubleshoot, perform root cause analysis. Handle service tickets based on the SLA requirements and templates.
  5. Interface with engineering partner/on-site engineer to fulfil customer function and performance request.
  6. Develop service FAQs and cases periodically based on service requirements, and share with others.
  7. Responsible for networking fundamentals and protocols (e.g., DNS, TCP/IP, HTTP/HTTPS, REST API, etc.), by managing audio & video multimedia protocol, CDN distribution acceleration, RTC and other technologies.
  8. Have overall awareness, help establish a Quality Service (QS) evaluation system, improve the efficiency of problem handling, and effectively promote the resolution of quality and efficiency problems in the research and development process.
  9. Perform work with cloud technologies such as Alibaba, AWS, Azure, GCP to cope with video live streaming technologies.