
Technical Support Engineer
Salary undisclosed
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The Role:
- React and respond to automated alarms and perform necessary troubleshooting/analysis.
- Perform necessary on-call escalation for further investigation.
- Provide technical and solution support to customers and partner through tickets, telephone, email, meeting.
- Troubleshoot, perform root cause analysis. Handle service tickets based on the SLA requirements and templates.
- Interface with engineering partner/on-site engineer to fulfil customer function and performance request.
- Develop service FAQs and cases periodically based on service requirements, and share with others.
- 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.
- 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.
- Perform work with cloud technologies such as Alibaba, AWS, Azure, GCP to cope with video live streaming technologies.