customer support Engineer (si)Helpware

Customer Support EngineerAbout UsHelpware 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.
Helpware

Cebu
Permanent
Full-time